MCI
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 seeking a highly skilled and motivated Call Center Customer Service Manager to lead a team of supervisors and drive performance across our customer service and sales operations. This role is ideal for a dynamic leader who can inspire teams, deliver measurable results, and ensure exceptional service for our clients. The ideal candidate is experienced, organized, people-oriented, and has a strong work ethic. A background in call center operations management is required, with additional experience in customer service, technical support, or back-office operations preferred. This is a full-time, on-site position at one of our physical contact center locations. We offer competitive compensation, performance-based bonuses, comprehensive medical, dental, and vision benefits, paid vacation and holidays, and exciting incentive programs. 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
Lead and manage 5-10 call center supervisors overseeing inbound and outbound teams Coach and develop supervisors on customer service best practices and performance management Monitor and improve call center metrics, productivity, and service quality Foster a culture of accountability, continuous improvement, and excellence Oversee workforce management and set clear performance goals Develop strategies to enhance customer satisfaction across all service interactions Motivate teams to maximize sales opportunities and meet revenue targets Ensure accurate and timely payroll review and submission Track and analyze individual and team performance, addressing both strengths and areas for improvement Communicate process updates and key messages effectively to supervisors Collaborate with departments such as Quality Assurance, Training, IT, and Recruiting Design and audit quality assurance strategies to ensure top-tier service delivery Manage hiring, coaching, and termination processes for call center staff Serve as a subject matter expert on client-specific operations Manage employees as needed Perform other duties as assigned Qualifications
Must be 18 years or older High school diploma or equivalent 2+ years of experience in call center operations management Strong data entry and computer skills Fluent in English (spoken and written) Wired high-speed internet connection (20Mbps+ download speed) Excellent organizational, written, and verbal communication skills Typing speed of 20+ words per minute Availability to work scheduled shifts, including during training Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook) Ability to learn and navigate complex computer systems Reliable attendance and punctuality Strong conflict resolution, problem-solving, and negotiation skills Customer-focused mindset empathetic, responsive, and patient Ability to multitask, self-manage, and stay focused in a fast-paced environment Strong interpersonal skills and team orientation Benefits & What You Can Expect
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 after 60 days of employment, and all employees have access to MEC medical plans after 30 days. Retirement Savings Secure your future with retirement savings programs, where available. 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 Team-oriented culture that fosters collaboration and engagement. Casual Dress Code Be comfortable while you work. This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment. The employer has the right to revise this description at any time.
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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 seeking a highly skilled and motivated Call Center Customer Service Manager to lead a team of supervisors and drive performance across our customer service and sales operations. This role is ideal for a dynamic leader who can inspire teams, deliver measurable results, and ensure exceptional service for our clients. The ideal candidate is experienced, organized, people-oriented, and has a strong work ethic. A background in call center operations management is required, with additional experience in customer service, technical support, or back-office operations preferred. This is a full-time, on-site position at one of our physical contact center locations. We offer competitive compensation, performance-based bonuses, comprehensive medical, dental, and vision benefits, paid vacation and holidays, and exciting incentive programs. 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
Lead and manage 5-10 call center supervisors overseeing inbound and outbound teams Coach and develop supervisors on customer service best practices and performance management Monitor and improve call center metrics, productivity, and service quality Foster a culture of accountability, continuous improvement, and excellence Oversee workforce management and set clear performance goals Develop strategies to enhance customer satisfaction across all service interactions Motivate teams to maximize sales opportunities and meet revenue targets Ensure accurate and timely payroll review and submission Track and analyze individual and team performance, addressing both strengths and areas for improvement Communicate process updates and key messages effectively to supervisors Collaborate with departments such as Quality Assurance, Training, IT, and Recruiting Design and audit quality assurance strategies to ensure top-tier service delivery Manage hiring, coaching, and termination processes for call center staff Serve as a subject matter expert on client-specific operations Manage employees as needed Perform other duties as assigned Qualifications
Must be 18 years or older High school diploma or equivalent 2+ years of experience in call center operations management Strong data entry and computer skills Fluent in English (spoken and written) Wired high-speed internet connection (20Mbps+ download speed) Excellent organizational, written, and verbal communication skills Typing speed of 20+ words per minute Availability to work scheduled shifts, including during training Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook) Ability to learn and navigate complex computer systems Reliable attendance and punctuality Strong conflict resolution, problem-solving, and negotiation skills Customer-focused mindset empathetic, responsive, and patient Ability to multitask, self-manage, and stay focused in a fast-paced environment Strong interpersonal skills and team orientation Benefits & What You Can Expect
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 after 60 days of employment, and all employees have access to MEC medical plans after 30 days. Retirement Savings Secure your future with retirement savings programs, where available. 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 Team-oriented culture that fosters collaboration and engagement. Casual Dress Code Be comfortable while you work. This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment. The employer has the right to revise this description at any time.
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