Call Center Team Lead

Mci World • Killeen, TX

281d

About The Position

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. If you are a highly motivated individual and possess excellent communication skills, we need your help in managing customer service agents. While your team operates the phone for a variety of commercial, state, and federal projects, you will assist and support them with your leadership and expertise. As the team coach and leader, you will be directly responsible for the performance and success of your team. This is a management-level position. Prior experience in management, supervisor, or customer service leadership is preferred.

Requirements

• Minimum of 3 years of total call center experience or 1 year of call center management experience.
• Associates 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 systems.
• Strong understanding of the contact center environment and key levers to enhance performance.
• Clear, concise and practical communication skills (both oral and written).
• A solution-oriented and positive mindset that embraces change and stretches goals.
• Strong organizational skills with the ability to prioritize objectives with little-to-no assistance.
• Ability to hold team members accountable for job performance including adherence, KPIs, and processes.
• Ability to thrive in a fast-paced, ever-changing, and high-pressure environment.

Nice To Haves

• Military, local, state or federal government experience.
• Graduation from an accredited two-year or four-year college or university.
• Experience managing both remote and on-site reports.

Responsibilities

• Supervise the day-to-day activity and development of 15-25 representatives within a complex call center environment.
• Ensure call quality from start to finish and seek ways to improve internal processes and sales results.
• Conduct regular business meetings with representatives to complete performance reviews and coaching.
• Work closely with the Operations Manager to ensure adherence to corporate policies and procedures.
• Lead a team of entry-level front-line customer service agents responsible for inbound call handling.
• Manage metrics, performance criteria, policies, and procedures to improve call center productivity.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Direct workforce management activities and set performance goals and objectives.
• Develop and maintain strategy on ensuring customer satisfaction on all service interactions.
• Provide team motivation and development to maximize sales opportunities.
• Review and submit weekly payroll to ensure correct entries.
• Drive the growth of revenue and profit originating from the call center.
• Monitor individual and team results to identify and act on performance.
• Communicate key messages effectively to ensure direct reports are informed of process changes.
• Provide regular feedback to representatives regarding performance wins and areas of opportunity.
• Work with other departments such as quality assurance, training, IT, and recruiting.
• Develop and audit quality assurance strategies to ensure the delivery of world-class service.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Hire, coach, and terminate call center employees.
• Manage remote employees as needed.

Benefits

• Paid Time Off: Earn PTO and paid holidays.
• Incentives & Rewards: Participate in contests that include cash bonuses and prizes.
• Health Benefits: Comprehensive medical, dental, and vision coverage after 90 days.
• Retirement Savings: Secure your future with retirement savings programs.
• Disability Insurance: Short- and long-term disability coverage.
• Life Insurance: Access life insurance options.
• Career Growth: Significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Team-oriented culture.
• Casual Dress Code: Comfortable work attire.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Administrative and Support Services
• Education Level: Associate degree