Call Center Supervisor

About the role

MCI is seeking a Customer Service Supervisor I or II to lead and manage a team of 15-25 entry-level customer service agents. This is a management-level position ideal for individuals with prior experience in customer service leadership, supervision, or call center management.

Responsibilities

• Lead and manage a team of 15-25 entry-level customer service agents handling inbound calls.
• Coach and develop team members on service standards, processes, and best practices.
• Monitor and improve performance metrics, KPIs, and productivity benchmarks.
• Foster a culture of accountability, continuous improvement, and excellence.
• Oversee workforce management, including scheduling and goal setting.
• Develop strategies to ensure high levels of customer satisfaction.
• Motivate the team to identify and maximize sales opportunities.
• Review and submit weekly payroll to ensure accuracy.
• Drive revenue and profitability growth within the call center.
• Track and analyze team and individual performance to identify trends and improvement areas.
• Communicate updates and process changes clearly and effectively.
• Provide regular feedback and coaching to agents on performance and development.
• Collaborate with departments such as QA, Training, IT, and Recruiting.
• Implement and audit quality assurance strategies to maintain service excellence.
• Manage hiring, onboarding, coaching, and, when necessary, terminations.
• Serve as a subject matter expert on client-specific operations.
• Manage remote team members as needed.
• Perform additional duties as assigned.

Qualifications

• Minimum of 3-years of total call center experience or 1-year of call center management experience.
• Associate's degree or equivalent combination of education and relevant work experience.
• Exceptional interpersonal & communication skills.
• Strong supervisory experience including staff development.
• Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint.
• Demonstrated ability to drive sales through the actions of others.
• Superior knowledge of call center tools and technology used to manage KPIs and SLAs.
• Possess practical conflict resolution skills (both customer and agent conflict).
• Prominent leader with advanced time management, planning, organizational and multitasking skills.
• Ability and eagerness to learn new products and system.
• Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues, and create and execute solutions that address those issues.
• Ability to hold team members accountable for job performance including adherence, KPI's, and process.
• Able to thrive in a fast-paced, ever-changing, and high-pressure environment.