Call Center Supervisor

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.

 

 

Are you a motivated leader with excellent communication skills and a passion for developing others? We’re looking for a dedicated individual to manage and support a team of customer service agents working on a variety of commercial, state, and federal projects. In this leadership role, you’ll guide your team to success through coaching, performance management, and operational excellence.

 

This is a management-level position ideal for individuals with prior experience in customer service leadership, supervision, or call center management. You’ll be responsible for the performance, development, and success of a team of 15–25 front-line agents.

 

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

WHAT DOES SOMEONE IN THIS ROLE DO?

Supervisors are responsible for the day-to-day activity and development of 15-25 representatives within a complex call center environment. The Customer Service Supervisor I position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and sales results program wide. Customer Service Supervisor II conduct regular business meetings with representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Customer Service Sales Supervisor I work closely with the Operations Manager, ensuring the overall adherence to corporate policies and procedures 

 

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.

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

The ideal candidate would share and understand the high-growth objectives of the company. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent the organization internally and client-facing is a must. The right candidate will exhibit good business judgment and acumen and be comfortable collaborating with other departments and locations throughout the organization.

 

REQUIRED QUALIFICATIONS

• Minimum of 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.
• A 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.