Call Center Customer Service Supervisor

POSITION 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. If you are a highly motivated individual and possess excellent communication skills, we need your help in managing call center customer service agents. While your team operate the phone for a variety of commercial, state, and federal projects, you will assist and support them with your leadership and expertise. As the team coach and leader, you will be directly responsible for the performance and success of your team. This is a management-level position. Prior experience in management, supervisor, or customer service leadership is highly preferred. 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. POSITION RESPONSIBILITIES Lead a team of 15-25 entry-level front-line customer service agents responsible for inbound call handling. Responsible for coaching and developing reports on customer service processes and best practices. Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously Drive a culture of accountability, continuous improvement, and personal excellence Directs workforce management activities and sets performance goals and objectives accordingly Develop and maintain strategy on ensuring customer satisfaction on all service interaction Provide team motivation and development to maximize sales opportunities Responsible for the overall performance and productivity of direct reports #J-18808-Ljbffr