Call Center Sales Manager

MCI Careers•Las Cruces, NM

4d•$50,000 - $60,000•Onsite

About The Position

MCI is a rapidly expanding tech-enabled business services company with a significant call center presence and international operations. We offer Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries. Our contact centers utilize both on-site and remote agents, employing advanced technologies to improve customer interactions, scalability, and cost-efficiency. MCI is dedicated to creating a professional environment that supports career growth, continuous learning, and development within a globally growing, industry-leading organization. The Call Center Sales Manager will be responsible for all facets of our call center team. This role ensures an exceptional customer experience across all customer touchpoints, including phone and digital communications. The manager will lead a team of supervisors to foster efficient operations, drive sales, and enhance customer service. The objective is to continually improve client metrics through leadership, direction, and motivation of the workforce. Ideal candidates are experienced, highly organized, people-oriented, and possess a strong work ethic. A background in call center operations management is essential, with customer service, technical support, or back-office experience being advantageous. This is a full-time, on-site position requiring employees to report to a physical contact center location. To be considered, candidates must complete a full application on the company careers page, including screening questions and a 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
Call center operations management is required

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
State or Federal work experience
Customer service, technical support, or back-office experience is preferred.

Responsibilities

Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives
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 supervisors 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