Call Center Team Lead

Job Description

Job Description

Overview

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.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Responsibilities

WHAT DOES SOMEONE IN THIS ROLE DO?

Supervisors are responsible for the day-to-day activity and development of 15-25 representatives within a complex call center environment. The Customer Service Supervisor I position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and sales results program wide. Customer Service Supervisor II conduct regular business meetings with representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Customer Service Sales Supervisor I work closely with the Operations Manager, ensuring the overall 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.

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

The ideal candidate would share and understand the high-growth objectives of the company. This position requires an advanced degree of 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 and acumen and be comfortable collaborating with other departments and locations throughout the organization.

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.
• Ability to thrive in a fast-paced, high-pressure environment.
• 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.