Call Center Supervisor

LOCATION

Wichita, KS

JOB TYPE

Full-Time

PAY TYPES

Salary + Bonus

BENEFITS & PERKS

MANAGEMENT:
Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Company Cell Phone, Company Laptop, Advancement

APPLICATION DETAILS

No Resume Required, On-site Interview

POSITION OVERVIEW

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.

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.

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- * POSITION 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.

* Manage remote team members as needed.

* Perform additional duties as assigned.

CANDIDATE 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 of call center management experience

* Associate's degree or equivalent combination of education and 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 practical conflict resolution skills (both customer and agent conflict)

* Proven leader with advanced time management, planning, organizational and multitasking skills

* Ability and eagerness to learn new products and system

* Ability to work in a professional, fast-paced environment

* Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets

* Clear, concise and practical communication skills (both oral and written)

* A…