Call Center Supervisor

OneMCI•Wichita, KS

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. 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. 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

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.

Nice To Haves

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

Responsibilities

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.