Team Leader
Position Overview
MCI is a leading tech-enabled business services company with a strong presence in the USA and operations spanning multiple countries. We offer Customer Experience, Business Process Outsourcing, and Anything-as-a-Service solutions across various industries. Our contact centers leverage advanced technologies to enhance customer journeys, drive scalability, and reduce costs. We foster a career-focused environment with continuous learning and development opportunities. We seek a Team Leader to contribute to exceptional customer experiences, sales growth, and retention goals.
Position Responsibilities
Lead and inspire a team of customer care, inbound/outbound, sales, and retention professionals.
Provide guidance, coaching, and support to ensure individual and team success.
Foster a positive and collaborative team culture that encourages innovation and continuous improvement.
Establish clear performance expectations and key performance indicators (KPIs) for team members.
Monitor and evaluate individual and team performance against set targets.
Conduct regular performance reviews, provide constructive feedback, and address performance issues promptly.
Ensure a high standard of customer care in all interactions, whether inbound, outbound, sales, or retention.
Implement strategies to enhance customer satisfaction, loyalty, and retention.
Address customer concerns and escalations in a timely and effective manner.
Collaborate with the sales and retention teams to set and achieve revenue targets.
Implement sales strategies to drive outbound sales and upselling opportunities.
Develop and execute retention strategies to minimize customer churn.
Oversee day-to-day operations to ensure efficiency, accuracy, and adherence to quality standards.
Collaborate with other teams to streamline processes and enhance overall operational effectiveness.
Implement best practices to improve service delivery and achieve operational excellence.
Develop and implement training programs to enhance the skills and knowledge of team members.
Provide ongoing coaching and support to facilitate professional growth and development.
Stay informed about industry trends and customer care best practices.
Generate and analyze performance reports to identify trends, areas for improvement, and opportunities for optimization.
Present performance insights and recommendations to senior management.
Candidate Qualifications
High school diploma or equivalent.
Proven experience in a leadership role within a customer care, inbound/outbound, sales, or retention environment.
Strong understanding of customer service dynamics and sales processes.
Exceptional leadership and people management skills.
Excellent communication and interpersonal abilities.
An analytical mindset with the ability to make data-driven decisions.
Proficiency in using relevant customer relationship management (CRM) tools.
Physical Requirements
Largely sedentary work environment.
Regularly required to operate a computer and other office equipment, including a phone, copier, and printer.
Occasionally required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
Conditions of Employment
Must be authorized to work in the country where the job is based.
Subject to the program and location of the position.
Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
Job offers are contingent on background/security investigation results.
Must be willing to submit to drug screening.
Job offers are contingent on drug screening results.
Reasonable accommodation provided for qualified employees with disabilities.
EEO Employer.