Sales Supervisor I

About the role

MCI is seeking experienced Customer Service Supervisors to lead teams supporting a variety of commercial and public sector clients. This is a full-time, on-site position requiring daily attendance at one of our physical contact center locations.

Responsibilities

• Lead and coach a team of 15-20 inbound sales and service agents.
• Monitor performance metrics and drive improvements in productivity and quality.
• Conduct regular coaching sessions and performance reviews.
• Motivate the team to meet and exceed sales goals.
• Ensure accurate payroll submissions and adherence to scheduling.
• Collaborate with internal departments to support training, quality, and IT needs.
• Identify opportunities for process improvement and operational efficiency.
• Support hiring, onboarding, and performance management as needed.

Requirements

• Advanced degree or equivalent work experience.
• Minimum of 3 years in a call center environment or 1 year in a supervisory role.
• Strong leadership and team development skills.
• Excellent communication and interpersonal abilities.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Experience with call center tools and KPI/SLA management.
• Able to resolve conflicts and manage performance effectively.
• Strong organizational, time management, and multitasking skills.
• Eagerness to learn new systems and adapt in a fast-paced environment.

Qualifications

• Associate’s degree or equivalent work experience.
• Experience in military, local, state, or federal government environments.
• Preferred: Degree from an accredited two- or four-year college or university.
• Experience managing on-site teams.

Skills

• Leadership and team development.
• Communication and interpersonal abilities.
• Microsoft Office proficiency.
• Call center tools and KPI/SLA management.
• Conflict resolution and performance management.
• Organizational and time management skills.
• Ability to learn new systems and adapt in a fast-paced environment.

Benefits

We offer a variety of benefits and incentives to support and reward our team members, including health benefits, retirement savings programs, and paid training. Please apply on our company careers page to learn more and complete a full application, including screening questions and a brief pre-employment test.