Customer Service Supervisor I

MassMarkets • Garden City, GA

101d

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. Our Employee Development team is hiring experienced Customer Service Supervisors to support a variety of commercial and public sector clients. In this role, you'll lead a team of inbound customer service agents, providing coaching, support, and performance management to ensure team success and client satisfaction. This is a full-time, on-site position. Candidates must be local and able to report to one of our physical contact center locations.

Requirements

• Minimum of 3 years of call center experience or 1 year in a supervisory role.
• Associate's degree or equivalent combination of education and experience.
• Strong communication, leadership, and interpersonal skills.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Experience with call center tools and performance metrics (KPIs, SLAs).
• Ability to manage conflict, prioritize tasks, and thrive in a fast-paced environment.
• Proven ability to coach and develop team members effectively.

Nice To Haves

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

Responsibilities

• Supervise and support a team of 15-25 front-line agents handling inbound calls.
• Coach team members on customer service best practices and performance improvement.
• Monitor KPIs and drive productivity, quality, and customer satisfaction.
• Conduct regular performance reviews and provide actionable feedback.
• Collaborate with internal teams including QA, Training, IT, and Recruiting.
• Manage scheduling, payroll submissions, and workforce planning.
• Support hiring, onboarding, and disciplinary actions as needed.
• Serve as a subject matter expert on client-specific processes and expectations.

Benefits

• Paid Time Off
• Medical
• Dental
• Vision
• Life Insurance
• Retirement
• Company Cell Phone
• Company Laptop
• Advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees