Mass Markets is hiring: Call Center Team Leader in Wyoming

Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We are looking for a motivated and results-driven Team Leader to oversee a team of call center agents. This role ensures performance standards are met, agents are coached and developed, and operational efficiency is maintained. The ideal candidate will have strong leadership, 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 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 service standards are consistently met.
• Host regular team meetings to discuss performance, updates, and operational issues.
• Collaborate with other departments 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

• High School Diploma
• 2-3 years of experience in a call center or customer service environment.
• Proven experience in a supervisory or team lead role.
• Strong understanding of metrics such as AHT, CSAT, and First Call Resolution (FCR).
• In-depth knowledge of call center operations, processes, and best practices.
• Proficiency in call center software, CRM systems, and workforce management tools.
• Excellent verbal and written communication skills.
• Strong leadership abilities to inspire and motivate team members.
• Effective problem-solving skills and ability to implement solutions.
• Strong organizational and time-management skills to handle multiple priorities.
• Ability to build rapport and collaborate with team members and other departments.
• Adaptability to manage change in a dynamic work environment.

Compensation and Benefits

Starting compensation is based on experience. We offer a variety of benefits and incentives to support and reward our team members, with compensation and benefits designed to be competitive and to grow with you over time.

• Paid Time Off (PTO) and paid holidays
• Incentives and rewards programs with cash bonuses and prizes
• Comprehensive health benefits after a defined period
• Retirement savings programs where available
• Disability and life insurance options
• Supplemental insurance options (e.g., accident, critical illness)
• Career growth opportunities and internal promotions
• Paid training and a team-oriented work environment
• Casual dress code

Working Conditions and Employment Details

This role is based in a professional office environment. The position may require long periods of sitting and using a computer and telephone headset. Occasional moving or lifting up to 40 pounds may be required.

All MCI locations: Must be authorized to work in the country where the job is based.

Background and drug screening: Applicants may be subject to background checks and drug screening where permitted. Offers are contingent on results.

Equal Opportunity and Company Information

MCI is an equal opportunity employer. All aspects of employment are based on merit and qualifications. We value diversity and are committed to providing reasonable accommodations in accordance with applicable laws and regulations. MCI may revise this job description at any time; it is not a contract for employment and either party may terminate employment at any time for any reason.