Customer Service Supervisor I

About the role

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

Responsibilities

• Supervise and support a team of 15–25 front-line agents handling inbound calls.
• Coach team members on customer service best practices and performance improvement.
• Monitor KPIs and drive productivity, quality, and customer satisfaction.
• Conduct regular performance reviews and provide actionable feedback.
• Collaborate with internal teams including QA, Training, IT, and Recruiting.
• Manage scheduling, payroll submissions, and workforce planning.
• Serve as a subject matter expert on client-specific processes and expectations.

Requirements

• Minimum of 3 years of call center experience or 1 year in a supervisory role.
• Associate’s degree or equivalent combination of education and experience.
• Strong communication, leadership, and interpersonal skills.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Experience with call center tools and performance metrics (KPIs, SLAs).
• Ability to manage conflict, prioritize tasks, and thrive in a fast-paced environment.
• Proven ability to coach and develop team members effectively.

Qualifications

• High School Diploma/GED.
• Minimum of 1 year of relevant experience.

Skills

• Leadership and management skills.
• Customer service excellence.
• Technical proficiency with call center tools.
• Interpersonal and communication skills.
• Microsoft Office Suite proficiency.

Benefits

• Paid Time Off.
• Incentives & Rewards.
• Health Benefits.
• Retirement Savings.
• Disability Insurance.
• Life Insurance.
• Supplemental Insurance.
• Career Growth.
• Paid Training.
• Fun, Engaging Work Environment.
• Casual Dress Code.

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 is a full-time, on-site position.