Call Centre Sales Manager

Sydney, NS

JOB TYPE
:
Full-Time

PAY TYPES
:
Salary + Bonus

APPLICATION DETAILS
:
No Resume Required, On-site Interview

MCI is a fast‑growing tech‑enabled business services company that delivers Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across multiple industries. The Call Center Sales Manager oversees all call center operations, ensuring exceptional customer experience across phone and digital channels, while managing supervisors, improving client metrics, and driving sales and quality.

• Lead a team of 5‑10 call center supervisors responsible for inbound and outbound representatives
• Coach and develop reports on customer service processes and best practices
• Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously
• Drive a culture of accountability, continuous improvement, and personal excellence
• Direct workforce management activities and set performance goals accordingly
• Develop and maintain strategy to ensure customer satisfaction on all service interactions
• Provide motivation and development to maximize sales opportunities
• Maintain overall performance and productivity of direct reports
• Conduct weekly payroll review and submission to ensure correct entries
• Drive growth of revenue and profit originating from the call center
• Meet performance, efficiency, and quality assurance targets
• Monitor individual and team results to identify and act on performance issues
• Communicate key messages effectively to ensure direct reports are informed of process changes
• Provide regular feedback to supervisors regarding performance wins and areas of opportunity
• Work with other departments such as quality assurance, training, IT, and recruiting
• Develop and audit quality assurance strategies to ensure world‑class service delivery
• Determine work procedures, prepare work schedules, and expedite workflow
• Hire, coach, and terminate call center employees as needed
• Be a subject‑matter expert on client business
• Manage remote employees as needed
• Perform other duties and responsibilities as assigned

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data‑entry utilizing a computer
• Fluency in reading and speaking English
• High‑speed internet connection (download 20 Mbps+)
• Excellent organizational, written, and oral communication skills
• Typing speed 20+ words per minute
• Ability to work regularly scheduled shifts during operating hours, including training period
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with Windows PC applications and willingness to learn new systems
• Highly reliable with regular attendance and punctuality
• Ability to troubleshoot and follow up on customer issues
• Conflict resolution, problem‑solving, and negotiation aptitude
• Customer‑service orientation (empathetic, responsive, patient, conscientious)
• Multi‑task, stay focused, and self‑manage
• Strong team orientation and customer focus
• Ability to thrive in a fast‑paced environment with change and ambiguity
• Excellent interpersonal skills and ability to build relationships with team and customers

• One year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center
• State or Federal work experience

• Competitive salary plus bonus structure
• Paid Time Off and paid holidays
• Health benefits with supplemental coverage through Blue Cross
• Life insurance and supplemental accident/critical illness insurance
• Retirement plan (401(k)–style)
• Company cell phone and laptop
• Paid training and career advancement opportunities
• Casual dress code

• Must be authorized to work in the country where the job is based
• Must submit to a Level II background and/or security investigation with fingerprint (contingent on results)
• Must submit to drug screening (contingent on results; not applicable in Canada)

This role requires a largely sedentary professional office environment, with the employee required to…