Customer Service Supervisor I

OneMCI • Garden City, GA

1d • 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 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
• Paid holidays
• cash bonuses
• electronics
• dream vacations
• MEC medical plans
• Short-term disability coverage
• Paid Training
• Casual Dress Code

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees