Call Center Customer Service Supervisor

Looking to work for a fast growing company Start your career here at MCI.

If you are a highly motivated individual and posses excellent communication skills we need your help in managing call center customer service agents. While your team operate the phone for a variety of commercial state and federal projects you will assist and support them with your leadership and expertise. As the team coach and leader you will be directly responsible for the performance and success of your team.

This is a managementlevel position. Prior experience in management supervisor or customer service leadership is highly preferred.

To be considered for this role you must complete a full application on our company careers page including all screening questions and a brief preemployment test.

WHAT DOES SOMEONE IN THIS ROLE DO

Supervisors are responsible for the daytoday activity and development of 1525 representatives within a complex call center environment. In this role you will be responsible for ensuring call quality from start to finish and proactively seeks ways to improve the internal processes and sales results programwide. Supervisors conduct regular business meetings with representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports. You will also work closely with the Operations Manager ensuring the overall adherence to corporate policies and procedures

Essential Duties

• Lead a team of 1525 entrylevel frontline customer service agents responsible for inbound call handling.
• Responsible for coaching and developing 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
• Directs workforce management activities and sets performance goals and objectives accordingly
• Develop and maintain strategy on ensuring customer satisfaction on all service interaction
• 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
• Proven ability to meet performance efficiency and quality assurance targets
• Monitoring of individual and team results to identify and act on both positive and negative performance
• Communicate key messages effectively to ensure that direct reports are informed of process changes
• Provide regular feedback to representatives regarding performance wins and areas of opportunity
• Work with other departments in the organization such as quality assurance training IT and recruiting.
• Develop and audit quality assurance strategies to ensure the delivery of worldclass service
• Determining work procedures preparing work schedules and expediting workflow
• Responsible for hiring coaching and terminating call center employees
• Be a subject matter expert on your clients business
• Manage remote employees as needed.
• Other duties and responsibilities as assigned

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION

The ideal candidate would share and understand the highgrowth 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 clientfacing 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 3years of total call center experience or 1year of call center management experience
• Associates degree or equivalent combination of education and relevant work experience
• Exceptional interpersonal & communication skills
• Strong supervisory experience including staff development
• Advancedknowledge of Microsoft Office including Outlook Excel Word & PowerPoint
• 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 fastpaced 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 solutionoriented and positive mindset that openly embraces change and stretches goals.
• Strong organizational skills with an ability to prioritize objectives with littletono assistance find issues and create and execute solutions that address those issues.
• An ability to hold team members accountable for job performance including adherence KPIs and process
• The ability to thrive in a fastpaced everchanging and highpressure environment.

PREFERRED QUALIFICATIONS:

• Military local state or federal government experience is a plus.
• Graduation from an accredited twoyear or fouryear college or university is a plus
• Experience managing both remote and onsite reports is a plus

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• 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.

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION

At MCI we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:
We understand the importance of balance and support which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily weekly and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacationsand sometimes even cars!
• Health Benefits: Fulltime employees are eligible for comprehensive medical dental and vision coverage after 90 days of employment and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs where available.
• Disability Insurance: Short and longterm disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Career Growth: With a focus on internal promotions employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun Engaging Work Environment: Enjoy a teamoriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Compensation & Benefits that Fit Your Life
MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography the core of our commitment remains the same: rewarding effort providing growth opportunities and creating an environment where every employee feels valued.

If youre ready to join a company that recognizes your contributions and supports your growth MCI is the place for you. Apply today!

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.

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.

At MCI and its subsidiaries we embrace differences and believe diversity benefits our employees company customers and community. All aspects of employment at MCI are based solely on a persons merit and qualifications. MCI maintains a work environment free from discrimination where employees are treated with dignity and respect. All employees are responsible for fulfilling MCIs commitment to a diverse and equalopportunity 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 qualified applicants with criminal histories for employment 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 promotionbenefits social and recreational programs anddiscipline. In addition MCIs policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws regulations and ordinances where an employee works.

MCI helps customers take on their CX and DX challenges differently creating industryleading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing staff augmentation contact center customer services and IT Services needs by providing general and specialized hosting software staff and services.

In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowas Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA making the coveted top 500 for the first time. MCIs subsidiaries had previously made Inc. Magazines List of FastestGrowing Companies 15 times respectively. MCI has ten business process outsourcing service delivery facilities in Georgia Florida Texas New Mexico California Kansas Nova Scotia South Africa and the Philippines.

Driving modernization through digitalization MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of techenabled business services operating companies. MCI organically grows acquires and operates companies that have synergistic products and services portfolios including but not limited to Automated Contact Center Solutions (ACCS) customer contact management IT Services (IT Schedule 70 and Temporary and Administrative Professional Staffing (TAPS Schedule 736 Business Process Management (BPM) Business Process Outsourcing (BPO) Claims Processing Collections Customer Experience Provider (CXP) Customer Service Digital Experience Provider (DXP) Account Receivables Management (ARM) Application Software Development Managed Services and Technology Services to midmarket Federal & enterprise partners. MCI now employs 10000 talented individuals with 150 diverse North American client partners across the following MCI brands: MCI BPO MCI BPOaaS MarketForce GravisApps Gravis Marketing MarchEast Mass Markets MCI Federal Services (MFS) OnBrand24 The Sydney Call Center Valor Intelligent Processing (VIP) BYC Aqua EastWest BPO TeleTechnology and Vinculum.

The purpose of the above job description is to provide potential candidates with a general overview of the role. Its not an allinclusive list of the duties responsibilities skills and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract and either you or the employer may terminate employment at any time for any reason.