Call Center Contact Tracing Supervisor

OneMCI•Mesilla, NM

7h•Onsite

About The Position

At MCI, we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities, and contribute to the success of a globally expanding, industry-leading organization. We are seeking experienced Contact Tracing Supervisors to join our dynamic contact center team, supporting both commercial and public sector clients. In this role, you will be responsible for leading a team of 15–25 Contact Tracing Representatives, ensuring exceptional performance, adherence to operational processes, and the delivery of high-quality customer interactions. As a Contact Tracing Supervisor, you will oversee the day-to-day management of your team, including attendance, productivity, quality assurance, coaching, and performance management. You will monitor key performance indicators (KPIs), provide ongoing feedback and development opportunities, and ensure compliance with client requirements, company policies, and regulatory standards. Your leadership will be instrumental in maintaining a motivated, engaged, and high-performing team while achieving operational objectives. The ideal candidate will have previous supervisory experience in a contact center environment, strong leadership and coaching skills, excellent communication abilities, and a proven track record of driving team performance. You should be highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment while maintaining a strong focus on customer service and operational excellence. This is a full-time, onsite position that requires employees to report daily to one of our physical contact center locations. 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.

Requirements

Must be 18 years of age or older
High school diploma or equivalent
Experience with data-entry utilizing a computer
The ability to read and speak English fluently
Have a wired, high-speed internet connection (Download speed of 20Mbps+)
Excellent organizational, written, and oral communication skills
The ability to type swiftly and accurately (20+ words a minute)
Ability to work regularly scheduled shifts within our hours of operation including the training period.
Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
Highly reliable with the ability to maintain regular attendance and punctuality
The ability to evaluate, troubleshoot, and follow-up on customer issues
An aptitude for conflict resolution, problem solving and negotiation
Must be customer service oriented (empathetic, responsive, patient, and conscientious)
Ability to multi-task, stay focused, and self-manage
Strong team orientation and customer focus
The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
Excellent interpersonal skills and the ability to build relationships with your team and customers
Must be authorized to work in the country where the job is based.
Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.
Must be willing to submit to drug screening.

Nice To Haves

One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment

Responsibilities

Ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and sales results program wide.
Conducts regular business meetings with representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports.
Works closely with the Operations Manager, ensuring the overall adherence to corporate policies and procedures.
Lead a team of 15-25 entry-level front-line customer service agents responsible for inbound and outbound call handling.
Responsible for coaching and developing reports on customer service processes and best practices.
Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously.
Drive a culture of accountability, continuous improvement, and personal excellence.
Directs workforce management activities and sets performance goals and objectives accordingly.
Develop and maintain strategy on ensuring customer satisfaction on all service interaction.
Provide team motivation and development to maximize sales opportunities.
Responsible for the overall performance and productivity of direct reports.
Responsible for weekly payroll review and submission to ensure correct entries.
Responsible for driving the growth of revenue and profit originating from a call center.
Proven ability to meet performance, efficiency, and quality assurance targets.
Monitoring of individual and team results to identify and act on both positive and negative performance.
Communicate key messages effectively to ensure that direct reports are informed of process changes.
Provide regular feedback to representatives regarding performance wins and areas of opportunity.
Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
Develop and audit quality assurance strategies to ensure the delivery of world-class service.
Determining work procedures, preparing work schedules, and expediting workflow.
Responsible for hiring, coaching and terminating call center employees.
Be a subject matter expert on your client's business.
Manage remote employees as needed.
Other duties and responsibilities as assigned.