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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.
Job Details
- Location: Killeen, TX
- Type: Full-Time
- Pay: Hourly
Role Summary
Are you a highly motivated leader with excellent communication skills? We’re looking for someone to manage and support a team of customer service agents working on various projects. As a team coach and leader, you’ll guide your team’s performance and ensure their success.
This management-level position requires prior supervisory or customer service leadership experience. Applicants must complete a full application on our careers page, including screening questions and a pre-employment assessment.
Responsibilities
- Lead and manage a team of 15–25 front-line agents.
- Coach and develop team members.
- Monitor performance metrics and drive improvements.
- Foster a culture of accountability and motivation.
- Set performance goals and manage scheduling.
- Ensure customer satisfaction.
- Collaborate with internal departments.
- Provide performance feedback and reviews.
- Oversee payroll and staffing processes.
- Support hiring, onboarding, and performance management.
- Manage remote employees as needed.
- Serve as a subject matter expert on client operations.
Candidate Qualifications
The ideal candidate will share and understand the company's high-growth objectives, demonstrate leadership and creative thinking, and represent the organization professionally. Good business judgment and collaboration skills are essential.
Required Qualifications
- At least 3 years of call center experience or 1 year in management.
- Associate’s degree or equivalent experience.
- Strong communication and interpersonal skills.
- Leadership and staff development experience.
- Proficiency in Microsoft Office and call center tools.
- Conflict resolution and problem-solving skills.
- Ability to work in a fast-paced environment.
- Organizational and time management skills.
- Clear verbal and written communication.
- Proactive, solution-oriented mindset.
Preferred Qualifications
- Experience in government environments.
- Degree from an accredited college or university.
- Experience managing remote and on-site teams.
Conditions of Employment
- Must be authorized to work in the country.
- Willing to undergo background/security checks and drug screening.
Benefits and Compensation
We offer competitive pay, benefits, and incentives including PTO, health coverage, retirement plans, and opportunities for career growth. Our environment fosters collaboration, engagement, and recognition.
Physical Requirements
This role is primarily sedentary, requiring long periods of sitting, computer use, and occasional movement within the office.
Equal Opportunity Statement
MCI is committed to diversity and inclusion. We do not discriminate based on any protected characteristic and provide reasonable accommodations as required by law.
About MCI
MCI is a leading provider of customer experience and digital solutions, recognized for rapid growth and innovation. We operate multiple facilities across North America and employ over 10,000 professionals.
If you’re ready to contribute to a dynamic team and grow your career, apply today!
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