Mass Markets is hiring: Call Center Supervisor in Savannah

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.

Are you a motivated leader with excellent communication skills and a passion for developing others? We’re looking for a dedicated individual to manage and support a team of customer service agents working on a variety of commercial, state, and federal projects. In this leadership role, you’ll guide your team to success through coaching, performance management, and operational excellence.

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

Position Responsibilities

Supervisors are responsible for the day-to-day activity and development of 15-25 representatives within a complex call center environment. The Customer Service Supervisor I position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and sales results program wide.

• 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 departments such as QA, Training, IT, and Recruiting.
• 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.
• Perform additional duties as assigned.

Candidate Qualifications

The ideal candidate would share and understand the high-growth objectives of the company. This position requires an advanced degree of leadership, creative thinking, and dedication to people.

• Minimum of 3 years of total call center experience or 1 year in a management role.
• Associate’s degree or equivalent combination of education and experience.
• Strong interpersonal and communication skills.
• Proven supervisory experience with a focus on staff development.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Demonstrated ability to drive performance and meet sales goals.
• Familiarity with call center tools and technologies for KPI and SLA management.
• Effective conflict resolution skills for both customer and employee issues.
• Strong organizational, time management, and multitasking abilities.
• Ability to adapt and thrive in a fast-paced, high-pressure environment.
• Clear and practical written and verbal communication skills.
• A proactive, solution-oriented mindset with a drive for continuous improvement.
• Ability to independently prioritize tasks and implement effective solutions.
• Strong accountability and performance management capabilities.

Compensation Details

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time.

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes.
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage.
• Retirement Savings: Secure your future with retirement savings programs.
• Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance.
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Equal Opportunity Employer

MCI is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity and promotes equal opportunities for all employees.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.