Call Center Supervisor

MCI is looking for a Customer Service Supervisor to lead and manage a team of 15‑25 front‑line agents in a complex call center environment. The supervisor will coach, develop, and monitor the performance of agents while ensuring high quality of service, compliance with corporate policies, and continual improvement. Key Responsibilities Lead and manage a team of 15‑25 entry‑level customer service agents handling inbound calls. Coach and develop team members on service standards, processes, and best practices. Monitor and improve performance metrics, KPIs, and productivity benchmarks. Foster a culture of accountability, continuous improvement, and excellence. Oversee workforce management, including scheduling and goal setting. Develop strategies to ensure high levels of customer satisfaction. Motivate the team to identify and maximize sales opportunities. Review and submit weekly payroll to ensure accuracy. Drive revenue and profitability growth within the call center. Track and analyze team and individual performance to identify trends and improvement areas. Communicate updates and process changes clearly and effectively. Provide regular feedback and coaching to agents on performance and development. Collaborate with departments such as QA, Training, IT, and Recruiting. Implement and audit quality assurance strategies to maintain service excellence. Manage hiring, onboarding, coaching, and, when necessary, terminations. Serve as a subject matter expert on client‑specific operations. Perform additional duties as assigned. Required Qualifications Minimum 3 years of total 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 supervisory experience with a focus on staff development. Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint). Demonstrated ability to drive performance and meet sales goals. Familiarity with call center tools and technologies for KPI and SLA management. Effective conflict resolution skills for both customer and employee issues. Strong organizational, time‑management, and multitasking abilities. Ability to adapt and thrive in a fast‑paced, high‑pressure environment. Clear and practical written and verbal communication skills. Proactive, solution‑oriented mindset with a drive for continuous improvement. Ability to independently prioritize tasks and implement effective solutions. Strong accountability and performance‑management capabilities. Benefits Paid Time Off (PTO) and paid holidays. Incentives & Rewards: cash bonuses and prizes. Health Benefits: medical, dental, vision coverage; additional plans at 30–60 days. Retirement Savings programs where available. Disability Insurance: short‑term disability coverage. Life Insurance options. Supplemental Insurance: accident and critical illness. Career Growth opportunities with internal promotions. Paid Training. Encouragement of a fun, engaging work environment. Casual Dress Code. Physical Demands and Work Environment The role is primarily sedentary and requires sitting/standing for long periods while using a computer and telephone headset. The employee may need to move around the office, reach, lift or move objects up to 40 pounds, and use standard office equipment. Location Must be authorized to work in the country where the job is based. Background and Security Must submit to a Level II background and/or security investigation with a fingerprint; job offers are contingent on results. Must submit to drug screening; job offers are contingent on results. Equal Employment Opportunity MCI is an equal opportunity employer. MCI is committed to providing reasonable accommodations for qualified individuals with disabilities unless doing so would cause undue hardship. MCI does not discriminate on any protected characteristic. MCI considers qualified applicants with criminal histories in a manner consistent with applicable laws. #J-18808-Ljbffr MCI