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. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.
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.
Qualifications
- 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.