Call Center Supervisor

OneMCI-posted 2 days ago

Full-time • Entry Level

Onsite • Las Cruces, NM

5,001-10,000 employees

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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.

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 in a management role.
Associate’s degree or equivalent combination of education and experience.
Strong interpersonal and communication skills.
Proven supervisory experience with a focus on staff development.
Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
Demonstrated ability to drive performance and meet sales goals.
Familiarity with call center tools and technologies for KPI and SLA management.
Effective conflict resolution skills for both customer and employee issues.
Strong organizational, time management, and multitasking abilities.
Ability to adapt and thrive in a fast-paced, high-pressure environment.
Clear and practical written and verbal communication skills.
A proactive, solution-oriented mindset with a drive for continuous improvement.
Ability to independently prioritize tasks and implement effective solutions.
Strong accountability and performance management capabilities.

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 ranging from electronics to dream vacations and sometimes even cars!
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 just 30 days. Benefit options vary by location.
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: Enjoy a team-oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.

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