Sales Supervisor

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

Our mission is to create an environment and culture that empowers our agents and management team to passionately represent our client's brands. We believe happy agents equals happy customers. We believe that excellence is never an accident; it is the result of high intentions, sincere effort, and skillful execution.

Candidates for this role should be highly organized, enjoy working with people, and possess a strong work ethic. A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred.

This is a full-time, local, on-site position and requires employees to report to work 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.

Supervisors are responsible for the day-to-day activity and development of 15-20 agents within a complex call center environment. The supervisor is responsible for ensuring call quality from start to finish and proactively seeks ways to improve the internal processes and sales results. Sales Supervisors conduct regular business meetings with Inside Sales Representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports.

Supervisors work closely with the Call Center Operations Manager in ensuring the overall adherence to corporate policies and procedures.

Key Responsibilities:

• Overall management of 15-20 Agents
• Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
• Direct sales forecasting activities and set performance goals and objectives accordingly
• Develop and maintain strategy on ensuring customer satisfaction on all sales transactions
• Provide team motivation and development to maximize sales opportunities
• Responsible for the overall performance and productivity of direct reports
• Responsible for weekly payroll review and submission to ensure correct entries
• Responsible for driving the growth of revenue and profit originating from a call center
• Meeting performance targets, operating efficiencies, processing improvements, people development and quality assurance.
• Monitoring individual, team and call center results to identify and act on both positive and negative performance.
• Determining work procedures, preparing work schedules, and expediting workflow.
• Other duties and responsibilities as assigned

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 and/or relevant work experience
• Exceptional interpersonal & communication skills
• Strong supervisory experience including staff development
• Advanced knowledge of Microsoft Office including Outlook, Excel, Word & Power Point
• Demonstrated ability to drive sales through the actions of others
• Superior knowledge of call center tools and technology used to manage KPIs and SLAs
• Possess effective conflict resolution skills (both customer and agent conflict)
• Proven leader with advanced time management, planning, organizational and multi-tasking skills
• Ability and eagerness to learn new products and systems
• Ability to work in a professional fast-paced environment

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