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.

Qualifications

• 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.