Mass Markets is hiring: Call Center Team Leader in Orlando

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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.

We are looking for a motivated and results-driven Team Leader to oversee a team of call center agents. This role is essential in ensuring that performance standards are met, agents are effectively coached and developed, and operational efficiency is maintained. The ideal candidate will have strong leadership skills, excellent problem-solving abilities, and a deep understanding of call center operations.

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.

Key Responsibilities

• Oversee a team of call center agents, ensuring adherence to company policies and performance standards.
• Regularly evaluate individual and team performance using key metrics such as quality scores, average handle time (AHT), and customer satisfaction (CSAT).
• Provide ongoing training and development programs to enhance agent skills and knowledge.
• Offer guidance and support to team members to help them achieve their professional goals.
• Assign tasks and manage workloads to ensure smooth and efficient operations.
• Conduct quality audits and ensure that service standards are consistently met.
• Host regular team meetings to discuss performance, updates, and any operational issues.
• Collaborate with other departments and management to align with organizational goals.
• Handle escalated customer issues and provide effective solutions.
• Identify areas for operational improvements and implement changes to enhance efficiency and service quality.

Candidate Qualifications

Wonder if you are a good fit for this position? All positive, motivated, and dedicated applicants are encouraged to apply. The ideal candidates should possess the following qualities:

• High School Diploma
• 2-3 years of experience in a call center or customer service environment
• Proven supervisory or team lead experience
• Strong understanding of KPIs like AHT, CSAT, and FCR
• Knowledge of call center operations, processes, and best practices
• Proficiency in call center software, CRM, and workforce management tools
• Excellent communication skills
• Strong leadership and problem-solving skills
• Organizational and time-management skills
• Ability to build rapport and work collaboratively
• Adaptability to change and a dynamic environment

Compensation and Benefits

At MCI, we value your contributions and offer competitive compensation and benefits, including:

• Paid Time Off and holidays
• Incentives & rewards including cash bonuses and prizes
• Health benefits: medical, dental, vision
• Retirement savings programs
• Disability and life insurance options
• Career growth opportunities
• Paid training
• Fun, team-oriented environment
• Casual dress code

Physical and Employment Conditions

This role is based in a professional office environment, largely sedentary, requiring sitting/standing for long periods, operating computers and office equipment. Some movement around the office may be required. Must be authorized to work in the country, willing to undergo background/security checks and drug screening where applicable.

Equal Opportunity Statement

MCI is committed to diversity and equal employment opportunity. We do not discriminate based on age, race, gender, disability, or other protected characteristics. We provide reasonable accommodations for qualified individuals with disabilities.

About MCI

MCI is a leading provider of customer experience and digital transformation solutions, with numerous awards and a broad global presence. We focus on creating innovative, industry-leading services that deliver exceptional results for our clients.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and Consulting

Note: This job posting is active and not expired.

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