Customer Service Supervisor I

Customer Service Supervisor MCI is a leading tech-enabled business services company with a strong call‑center footprint. The Customer Service Supervisor role is a full‑time, on‑site position that leads a team of 15–25 inbound customer service agents, ensuring high quality, performance, and client satisfaction. Key Responsibilities Supervise and support a team of 15‑25 front‑line agents handling inbound calls. Coach team members on customer‑service best practices and performance improvement. Monitor key performance indicators and drive productivity, quality, and customer satisfaction. Conduct regular performance reviews and provide actionable coaching. Collaborate with internal teams including QA, Training, IT, and Recruiting. Manage scheduling, payroll submissions, and workforce planning. Support hiring, onboarding, and disciplinary actions as needed. Serve as a subject‑matter expert on client‑specific processes and expectations. Qualifications Minimum of 3 years of call‑center experience or 1 year in a supervisory role. Associate’s degree or equivalent combination of education and experience. Strong communication, leadership, and interpersonal skills. Proficiency with Microsoft Office (Outlook, Excel, Word, PowerPoint). Experience with call‑center tools and performance metrics (KPIs, SLAs). Ability to manage conflict, prioritize tasks, and thrive in a fast‑paced environment. Proven ability to coach and develop team members effectively. 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. Employment Requirements Must be authorized to work in the country where the job is based. 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. Physical Demands This job operates in a professional office environment. The employee will be largely sedentary and required to sit/stand for long periods while using a computer and phone headset. The employee will be regularly required to operate a computer, copier, and printer, and may occasionally need to move about the office, raise or lower objects, and move up to 40 pounds. Equal Employment Opportunity Statement MCI maintains a work environment free from discrimination. The company provides reasonable accommodations for applicants and employees with disabilities, and it does not discriminate 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. MCI considers qualified applicants with criminal histories in a manner consistent with local and federal requirements and will not tolerate discrimination or harassment based on any protected characteristic. Benefits & Compensation Overview Competitive starting compensation based on experience. Paid Time Off and paid holidays. Health benefits: medical, dental, and vision coverage after 60 days. Retirement savings program (where available). Short‑term disability and life insurance options. Additional incentives, training, and internal promotion opportunities are available to support employee growth and engagement. #J-18808-Ljbffr MCI