Call Center Supervisor Job at Mass Markets in Wichita

Overview

Join to apply for the Call Center Supervisor role at Mass Markets. MCI is a leading Business Process Outsourcing (BPO) company that delivers tailored solutions to meet the diverse needs of clients. We are seeking a motivated leader with excellent communication skills and a passion for developing others to manage and support a team of customer service agents on a variety of commercial, state, and federal projects.

This is a management-level position ideal for individuals with prior experience in customer service leadership, supervision, or call center management. You will be responsible for the performance, development, and success of a team of 15–25 front-line agents.

To be considered, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Responsibilities

• Lead and manage a team of 15–25 entry-level customer service agents handling inbound calls.
• Coach and develop team members on service standards, processes, and best practices.
• Monitor and improve performance metrics, KPIs, and productivity benchmarks.
• Foster a culture of accountability, continuous improvement, and excellence.
• Oversee workforce management, including scheduling and goal setting.
• Develop strategies to ensure high levels of customer satisfaction.
• Motivate the team to identify and maximize sales opportunities.
• Review and submit weekly payroll to ensure accuracy.
• Drive revenue and profitability growth within the call center.
• Track and analyze team and individual performance to identify trends and improvement areas.
• Communicate updates and process changes clearly and effectively.
• Provide regular feedback and coaching to agents on performance and development.
• Collaborate with QA, Training, IT, Recruiting, and other departments.
• Implement and audit quality assurance strategies to maintain service excellence.
• Manage hiring, onboarding, coaching, and, when necessary, terminations.
• Serve as a subject matter expert on client-specific operations.
• Manage remote team members as needed.
• Perform additional duties as assigned.

Candidate Qualifications

Required Qualifications

• Minimum of 3-years of total call center experience or 1-year of call center management experience
• Associate's degree or equivalent combination of education and relevant work experience
• Exceptional interpersonal & communication skills
• Strong supervisory experience including staff development
• Advanced knowledge 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
• Practical conflict resolution skills (customer and agent)
• Proven leader with time management, planning, organizational and multitasking skills
• Ability and eagerness to learn new products and systems
• Ability to work in a professional, fast-paced environment
• Strong understanding of the contact center environment and the levers to enhance performance and achieve client and financial targets
• Clear, concise and practical communication skills (oral and written)
• Solution-oriented and positive mindset that embraces change and stretch goals
• Strong organizational skills with the ability to prioritize objectives with little assistance and to create and execute solutions
• Ability to hold team members accountable for performance, adherence, KPIs, and processes
• Thrives in a fast-paced, high-pressure environment

Preferred Qualifications

• Military, local, state or federal government experience is a plus
• Graduation from an accredited two-year or four-year college or university is a plus
• Experience managing both remote and on-site reports is a plus

Compensation & Benefits

What You Can Expect From MCI

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

Benefits include: paid time off, holidays, incentives and rewards, comprehensive health benefits after 60 days (MEC options after 30 days, varies by location), retirement savings where available, disability and life insurance options, supplemental insurance, career growth opportunities, paid training, a fun and collaborative work environment, and casual dress code.

Physical Requirements

This job operates in a professional office environment. The role is largely sedentary and requires using a computer and telephone headset for extended periods. May move about the office and lift up to 40 pounds as needed.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Willing to undergo Level II background and/or security investigation with fingerprint; offers contingent on results.
• Willing to undergo drug screening; offers contingent on results.

Equal Opportunity Employer

We embrace differences and are committed to a diverse and equal-opportunity work environment. All aspects of employment are based on merit and qualifications, without discrimination. MCI will consider qualified applicants with criminal histories as required by law and policy. We provide reasonable accommodations where required by law.

About MCI: MCI helps customers tackle CX and DX challenges with industry-leading solutions, including BPO, contact center services, IT services, and more. MCI employs 10,000+ individuals across various brands and locations.