Call Center Team Lead

MCI is one of the fastest-growing tech‑enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry‑leading organization. Are you a highly motivated leader with excellent communication skills? We’re looking for someone like you to manage and support a team of customer service agents working on a variety of commercial, state, and federal projects. As a team coach and leader, you’ll play a critical role in guiding your team’s performance and ensuring their success. This is a management‑level position, ideal for candidates with prior experience in supervision or customer service leadership. To be considered, you must complete a full application on our company careers page, including all screening questions and a brief pre‑employment assessment. What Does Someone in This Role Do? Supervisors manage the day‑to‑day activity and development of 15‑25 representatives within a complex call center environment. They ensure call quality from start to finish, proactively seek ways to improve internal processes and sales results program wide, conduct regular business meetings with representatives, complete performance reviews and coaching, and work closely with the Operations Manager to ensure adherence to corporate policies and procedures. Key Responsibilities Lead and manage a team of 15‑25 front‑line agents handling inbound customer service calls. Coach and develop team members on service standards and best practices. Monitor performance metrics and drive continuous improvement in productivity and quality. Foster a culture of accountability, motivation, and personal excellence. Set performance goals and manage scheduling and workforce planning. Ensure customer satisfaction across all service interactions. Collaborate with internal departments including QA, Training, IT, and Recruiting. Provide regular feedback and performance reviews. Oversee payroll submissions and ensure accuracy. Support hiring, onboarding, coaching, and performance management. Manage remote employees as needed. Serve as a subject matter expert on client‑specific operations. Ideal Candidate The ideal candidate shares and understands the high‑growth objectives of the company. This position requires advanced leadership, creative thinking, and dedication to people. The ability to professionally represent the organization internally and client‑facing is a must. The right candidate will exhibit good business judgment, be comfortable collaborating with other departments and locations throughout the organization, and thrive in a fast‑paced, high‑pressure environment. Required Qualifications Minimum of 3 years of call center experience or 1 year in a management role. Associate’s degree or equivalent combination of education and experience. Strong interpersonal and communication skills. Proven leadership and staff development experience. Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint). Experience with call center tools and KPI/SLA management. Conflict resolution and problem‑solving skills. Strong organizational and time management skills. Clear, concise verbal and written communication. A proactive, solution‑oriented mindset. Preferred Qualifications Experience in military, local, state, or federal government environments. Degree from an accredited two‑ or four‑year college or university. Experience managing both remote and on‑site teams. What You Can Expect from MCI We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Paid Time Off: Earn PTO and paid holidays to take the time you need. Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes. Health Benefits: Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment. Retirement Savings: Secure your future with retirement savings programs, where available. Disability Insurance: Short‑term disability coverage is available to help protect you during unexpected challenges. Life Insurance: Access life insurance options to safeguard your loved ones. Supplemental Insurance: Accident and critical illness insurance. Career Growth: Focus on internal promotions, providing significant advancement opportunities. Paid Training: Learn new skills while earning a paycheck. Fun, Engaging Work Environment: Enjoy a team‑oriented culture that fosters collaboration and engagement. Casual Dress Code: Be comfortable while you work. Compensation & Benefits MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued. Work Environment This job operates in a professional office environment. While performing the duties, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer, and may occasionally be required to move around the office, reach in any direction, raise or lower objects, and move or exert force up to forty (40) pounds. Locations & Requirements Must be authorized to work in the country where the job is based. Background & Drug Screening 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. Disability Accommodation Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. Equal Opportunity At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal‑opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all‑inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason. #J-18808-Ljbffr