Customer Service Supervisor I

OneMCI•Killeen, TX

6d•Onsite

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. 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. 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 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 both remote and 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: 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.