Call Center Team Lead

About the role

MCI is seeking a highly motivated leader with excellent communication skills to manage and support a team of customer service agents working on a variety of commercial, state, and federal projects. This is a management-level position, ideal for candidates with prior experience in supervision or customer service leadership.

Responsibilities

• Lead and manage a team of 15-25 front-line agents handling inbound customer service calls.
• Coach and develop team members on service standards and best practices.
• Monitor performance metrics and drive continuous improvement in productivity and quality.
• Foster a culture of accountability, motivation, and personal excellence.
• Set performance goals and manage scheduling and workforce planning.
• Ensure customer satisfaction across all service interactions.
• Collaborate with internal departments including QA, Training, IT, and Recruiting.
• Provide regular feedback and performance reviews.
• Oversee payroll submissions and ensure accuracy.
• Serve as a subject matter expert on client-specific operations.

Requirements

• Minimum of 3 years of call center experience or 1 year in a management role.
• Associate’s degree or equivalent combination of education and experience.
• Strong interpersonal and communication skills.
• Prominent leadership and staff development experience.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Experience with call center tools and KPI/SLA management.
• Conflict resolution and problem-solving skills.
• Ability to thrive in a fast-paced, high-pressure environment.
• Strong organizational and time management skills.
• Clear, concise verbal and written communication.
• A proactive, solution-oriented mindset.

Qualifications

• Required: Minimum of 3 years of call center experience or 1 year in a management role.
• Preferred: Associate’s degree or equivalent combination of education and experience.
• Preferred: Experience in military, local, state, or federal government environments.
• Preferred: Degree from an accredited two- or four-year college or university.
• Preferred: Experience managing both remote and on-site teams.

Benefits

At MCI, we offer a variety of benefits and incentives to support and reward our team members. These include health benefits, retirement savings programs, disability insurance, life insurance, and paid training. We also provide a casual dress code and a work environment that fosters collaboration and engagement.

Pay

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

Schedule

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.