Team Lead

Team Lead – Role Overview We are seeking a Team Lead who will provide daily leadership, direction, and support to our front‑line Specialists. This individual will play a key role in monitoring performance, delivering consistent coaching, and fostering an engaged, high‑performing team environment. The ideal candidate will ensure that Specialists are fully supported in meeting operational targets and equipped to consistently deliver an exceptional customer experience across every interaction. Key Responsibilities Provides daily leadership and support to a team of approximately 12 agents, ensuring they have the guidance and resources needed to perform at a high level. Maintains direct familiarity with the customer experience by personally handling customer inquiries for at least 5% of work time. Reviews individual and team outcomes regularly, using KPI and quality insights to drive meaningful improvements in performance. Delivers real‑time coaching, constructive feedback, and targeted development to help Specialists grow and consistently meet expectations. Oversees attendance, schedule adherence, and productivity to maintain operational consistency and team effectiveness. Identifies performance patterns, emerging risks, and potential barriers to success, escalating them to leadership or support teams when necessary. Fosters a positive, accountable, and results‑oriented team culture where Specialists are engaged, motivated, and aligned with overall service goals. Qualifications 2 years in a contact center environment with prior leadership or senior agent experience. Demonstrated coaching and mentoring skills with measurable performance improvement. Strong understanding of call center metrics (AHT, CSAT, QA, adherence, etc.). Ability to analyze performance metrics and implement action plans. Effective conflict resolution and engagement capabilities. Strong organizational skills with the ability to manage multiple priorities. Proficiency in CRM platforms and workforce tools. Nice to Have Leadership development or supervisory training certification. Experience supporting escalations or client‑facing communications. Exposure to performance management frameworks or engagement programs. Benefits Paid Time Off – Earn PTO and paid holidays. Incentives & Rewards – Participate in daily, weekly, and monthly contests that include cash bonuses and prizes. Health Benefits – Comprehensive medical, dental, and vision coverage after 60 days; all employees have access to MEC medical plans after 30 days; benefit options vary by location. Retirement Savings – Secure your future with retirement savings programs, where available. Disability Insurance – Short‑term disability coverage. Life Insurance – Access life insurance options to safeguard your loved ones. Supplemental Insurance – Accident and critical illness insurance. Career Growth – Focus on internal promotions and significant advancement opportunities. Paid Training – Learn new skills while earning a paycheck. Fun, Engaging Work Environment – Enjoy a team‑oriented culture that fosters collaboration and engagement. Casual Dress Code – Be comfortable while you work. Physical Demands & Work Environment This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds. Employment Eligibility 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. (Does not apply in Canada) Legal & Equal Opportunity Statements Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. MCI embraces differences and believes diversity is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment. 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 for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. #J-18808-Ljbffr