Team Lead
Mass Markets · Wichita, KS · 5 mo ago
Information TechnologyFull-time
About the role
MCI is seeking a Team Lead to provide daily leadership, direction, and support to a team of approximately 12 agents. The ideal candidate will ensure that agents are fully supported in meeting operational targets and equipped to consistently deliver an exceptional customer experience.
Responsibilities
- Provides daily leadership and support to a team of approximately 12 agents, ensuring they have the guidance and resources needed to perform at a high level.
- Maintains direct familiarity with the customer experience by personally handling customer inquiries for at least 5% of work time.
- Reviews individual and team outcomes regularly, using KPI and quality insights to drive meaningful improvements in performance.
- Delivers real-time coaching, constructive feedback, and targeted development to help Specialists grow and consistently meet expectations.
- Oversees attendance, schedule adherence, and productivity to maintain operational consistency and team effectiveness.
- Identifies performance patterns, emerging risks, and potential barriers to success, escalating them to leadership or support teams when necessary.
- Fosters a positive, accountable, and results-oriented team culture where Specialists are engaged, motivated, and aligned with overall service goals.
Qualifications
- 2 years in a contact center environment with prior leadership or senior agent experience.
- Demonstrated coaching and mentoring skills with measurable performance improvement.
- Strong understanding of call center metrics (AHT, CSAT, QA, adherence, etc.).
- Ability to analyze performance metrics and implement action plans.
- Effective conflict resolution and engagement capabilities.
- Strong organizational skills with the ability to manage multiple priorities.
- Proficiency in CRM platforms and workforce tools.
- Nice to have: Leadership development or supervisory training certification, experience supporting escalations or client-facing communications, exposure to performance management frameworks or engagement programs.