Call Center Team Lead

POSITION OVERVIEW We are searching for a management-level leader to supervise front-line customer service agents in a complex call‑center environment. The role requires overseeing 15–25 representatives, ensuring high service quality, and driving continuous improvement. POSITION RESPONSIBILITIES What does this role do? Supervisors are responsible for the day‑to‑day activity and development of representatives. The Customer Service Supervisor I or II position ensures call quality, consistently improves internal processes, and drives sales results program‑wide. 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. CANDIDATE QUALIFICATIONS The ideal candidate demonstrates strong leadership, creative thinking, and dedication to people. The role requires a professional representation of the organization, both internally and client‑facing. 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. COMPENSATION & BENEFITS We offer competitive compensation and benefits that grow with your experience. Below are key benefits available to full‑time employees. Paid Time Off: Earn PTO and paid holidays. Incentives & Rewards: Participate in contests with cash bonuses and prizes. Health Benefits: Comprehensive medical, dental, and vision coverage after 60 days; MEC plans after 30 days. Retirement Savings: Retirement savings programs where available. Disability Insurance: Short‑term disability coverage. Life Insurance: Life insurance options. Supplemental Insurance: Accident and critical illness insurance. Career Growth: Internal promotion focus. Paid Training: Learn new skills while earning a paycheck. Fun, Engaging Work Environment: Team‑oriented culture that fosters collaboration. Casual Dress Code: Comfort while you work. PHYSICAL REQUIREMENTS This role 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 telephone headset. Duties include operating a computer, phone, copier, and printer. Occasional light lifting up to forty (40) pounds may be required. CONDITIONS OF EMPLOYMENT Must be authorized to work in the country where the job is based. Must be willing to submit to a Level II background and/or security investigation with a fingerprint; job offers contingent on results. Must be willing to submit to drug screening; job offers contingent on results. REASONABLE ACCOMMODATION Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodations would cause undue hardship. The policy applies to all aspects of employment. Contact Human Resources for assistance. EQUAL OPPORTUNITY EMPLOYER At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination and harassment. MCI does not discriminate against any employee or applicant 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, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. #J-18808-Ljbffr