Sales Supervisor I

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.

At the heart of our mission is a commitment to creating a workplace culture that empowers our agents and leaders to passionately represent our clients’ brands. We believe that happy agents create happy customers and that excellence is the result of intention, effort, and execution.

We’re currently seeking experienced Customer Service Supervisors to lead teams supporting a variety of commercial and public sector clients. This is a full-time, on-site position requiring daily attendance at one of our physical contact center locations.

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

As a Sales Supervisor, you’ll manage the day-to-day performance and development of 15–20 inbound agents. You’ll be responsible for driving results, improving processes, and ensuring a high standard of service and sales performance. You’ll also work closely with the Call Center Operations Manager to ensure alignment with company policies and goals.

Key Responsibilities:

• Lead and coach a team of 15–20 inbound sales and service agents.
• Monitor performance metrics and drive improvements in productivity and quality.
• Conduct regular coaching sessions and performance reviews.
• Motivate the team to meet and exceed sales goals.
• Ensure accurate payroll submissions and adherence to scheduling.
• Collaborate with internal departments to support training, quality, and IT needs.
• Identify opportunities for process improvement and operational efficiency.
• Support hiring, onboarding, and performance management as needed.

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

The ideal candidate for this role would share and understand our high growth objectives. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent our company internally and client facing is a must. The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views. This position will require the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives.

• Associate’s degree or equivalent work experience.
• Minimum of 3 years in a call center environment or 1 year in a supervisory role.
• Strong leadership and team development skills.
• Excellent communication and interpersonal abilities.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Experience with call center tools and KPI/SLA management.
• Ability to resolve conflicts and manage performance effectively.
• Strong organizational, time management, and multitasking skills.
• Eagerness to learn new systems and adapt in a fast-paced environment.

Preferred Qualifications

• Experience in military, local, state, or federal government environments.
• Degree from an accredited two- or four-year college or university.
• Experience managing on-site teams.