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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.
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
Are you a good fit for this position? All motivated and dedicated applicants are encouraged to apply. The ideal candidates will possess the following qualities:
- 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 key performance 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 to identify issues and implement solutions.
- Strong organizational and time-management skills to handle multiple priorities.
- Ability to build rapport and work collaboratively with team members and other departments.
- Adaptability to manage change and navigate a dynamic work environment.
Compensation Details
At MCI, we value your contributions and offer competitive compensation and benefits packages, which are designed to grow with you. Starting salary is based on experience, and we provide various benefits and incentives to support our team members, including:
- Paid Time Off and holidays
- Incentives & Rewards, including contests with cash bonuses, electronics, vacations, and cars
- Health Benefits: Medical, dental, and vision coverage after 30-90 days, depending on location
- Retirement Savings programs
- Disability and Life Insurance options
- Career growth opportunities through internal promotions
- Paid training to develop new skills
- A fun, engaging, team-oriented work environment
- Casual dress code
Physical Requirements
This role is based in a professional office setting. It involves sitting/standing for long periods, operating computers, phones, and office equipment, and occasionally moving around the office and lifting objects up to 40 pounds.
Conditions of Employment
- Must be authorized to work in the job's country
- Willingness to undergo background/security checks and drug screening where applicable
Equal Opportunity Statement
MCI is committed to a diverse and inclusive workplace. We do not discriminate based on age, race, gender, disability, or any other protected characteristic. We also provide reasonable accommodations for qualified applicants with disabilities.
About MCI
MCI is a leading provider of customer experience and digital transformation solutions, with multiple global facilities and a diverse portfolio of services. Recognized for rapid growth and innovation, MCI offers a dynamic environment for professional development and career advancement.
Additional Details
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Information Technology
- Industries: IT Services and Consulting