Call Center Team Lead

MassMarkets-posted 3 months ago

Full-time • Manager

Killeen, TX

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 highly motivated leader with excellent communication skills? We're looking for someone like you to manage and support a team of customer service agents working on a variety of commercial, state, and federal projects. As a team coach and leader, you'll play a critical role in guiding your team's performance and ensuring their success. This is a management-level position, ideal for candidates with prior experience in supervision or customer service leadership.

Lead and manage a team of 15-25 front-line agents handling inbound customer service calls.
Coach and develop team members on service standards and best practices.
Monitor performance metrics and drive continuous improvement in productivity and quality.
Foster a culture of accountability, motivation, and personal excellence.
Set performance goals and manage scheduling and workforce planning.
Ensure customer satisfaction across all service interactions.
Collaborate with internal departments including QA, Training, IT, and Recruiting.
Provide regular feedback and performance reviews.
Oversee payroll submissions and ensure accuracy.
Support hiring, onboarding, coaching, and performance management.
Manage remote employees as needed.
Serve as a subject matter expert on client-specific operations.

Minimum of 3 years of 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 leadership and staff development experience.
Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
Experience with call center tools and KPI/SLA management.
Conflict resolution and problem-solving skills.
Ability to thrive in a fast-paced, high-pressure environment.
Strong organizational and time management skills.
Clear, concise verbal and written communication.
A proactive, solution-oriented mindset.

Experience in military, local, state, or federal government environments.
Degree from an accredited two- or four-year college or university.
Experience managing both remote and on-site teams.

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.
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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