Experienced Contact Center Supervisor

About the role

MCI is seeking a highly motivated individual with excellent communication skills to manage a team of 15-25 entry-level front-line customer service agents. This is a management-level position requiring 3+ years of call center management experience.

Responsibilities

• Lead a team of 15-25 entry-level front-line customer service agents responsible for inbound call handling.
• Coach and develop reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Direct workforce management activities and set performance goals and objectives accordingly.
• Develop and maintain strategy on ensuring customer satisfaction on all service interactions.
• Directly responsible for the performance and success of your team.
• Responsible for the overall performance and productivity of direct reports.
• Responsible for weekly payroll review and submission to ensure correct entries.
• Responsible for driving the growth of revenue and profit originating from a call center.
• Proven ability to meet performance, efficiency, and quality assurance targets.
• Monitor individual and team results to identify and act on both positive and negative performance.
• Communicate key messages effectively to ensure that direct reports are informed of process changes.
• Provide regular feedback to representatives regarding performance wins and areas of opportunity.
• Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
• Develop and audit quality assurance strategies to ensure the delivery of world-class service.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Responsible for hiring, coaching, and terminating call center employees.
• Manage remote employees as needed.

Qualifications

• Minimum of 3-years 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.
• Prior experience in management, supervisor, or customer service leadership is required.
• Advanced knowledge of call center tools and technology used to manage KPIs and SLAs.
• Possess practical conflict resolution skills (both customer and agent conflict).
• Proven 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.
• The 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.