Call Center Supervisor

MassMarkets-posted 3 months ago
Full-time • Manager
Wichita, KS
501-1,000 employees
Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
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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. 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.

  • 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.
  • Manage remote team members as needed.
  • Perform additional duties as assigned.
  • 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.
  • Possess practical conflict resolution skills (both customer and agent conflict).
  • Proven leader with advanced time management, planning, organizational and multitasking skills.
  • Ability and eagerness to learn new products and system.
  • Ability to work in a professional, fast-paced environment.
  • Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets.
  • Clear, concise and practical communication skills (both oral and written).
  • A solution-oriented and positive mindset that openly embraces change and stretches goals.
  • Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues, and create and execute solutions that address those issues.
  • An ability to hold team members accountable for job performance including adherence, KPI's, and process.
  • The ability to thrive in a fast-paced, ever-changing, and high-pressure environment.
  • 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.
  • Paid Time Off
  • Medical
  • Dental
  • Vision
  • Life Insurance
  • Retirement
  • Company Cell Phone
  • Company Laptop
  • Advancement
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