Experienced Contact Center Supervisor

$30,000 - $40,000/Yr

MassMarkets - Dallas, TX

Full-time - Manager

Dallas, TX

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

Looking to work for a fast growing company? Start your career here at MCI. If you are a highly motivated individual and posses excellent communication skills, we need your help in managing call center customer service agents. While your team operate 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 required.

Responsibilities

• Lead a team of 15-25 entry-level front-line customer service agents responsible for inbound call handling.
• Responsible for coaching and developing reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Directs workforce management activities and sets performance goals and objectives accordingly.
• Develop and maintain strategy on ensuring customer satisfaction on all service interaction.
• Provide team motivation and development to maximize sales opportunities.
• Responsible for the overall performance and productivity of direct reports.
• Responsible for weekly payroll review and submission to ensure correct entries.
• Responsible for driving the growth of revenue and profit originating from a call center.
• Proven ability to meet performance, efficiency, and quality assurance targets.
• Monitoring of individual and team results to identify and act on both positive and negative performance.
• Communicate key messages effectively to ensure that direct reports are informed of process changes.
• Provide regular feedback to representatives regarding performance wins and areas of opportunity.
• Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
• Develop and audit quality assurance strategies to ensure the delivery of world-class service.
• Determining work procedures, preparing work schedules, and expediting workflow.
• Responsible for hiring, coaching and terminating call center employees.
• Be a subject matter expert on your client's business.
• Manage remote employees as needed.
• Other duties and responsibilities as assigned.

Requirements

• Minimum of 3-years call center management experience.
• Associate's 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 system.
• Ability to work in a professional, fast-paced environment.
• Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets.
• Clear, concise and practical communication skills (both oral and written).
• A solution-oriented and positive mindset that openly embraces change and stretches goals.
• Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues, and create and execute solutions that address those issues.
• An ability to hold team members accountable for job performance including adherence, KPI's, and process.
• The ability to thrive in a fast-paced, ever-changing, and high-pressure environment.

Nice-to-haves

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

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 90 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- and long-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• 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.