Team Lead

OneMCI•Wichita, KS

8d•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. We are seeking a Team Lead who will provide daily leadership, direction, and support to our front-line Specialists. This individual will play a key role in monitoring performance, delivering consistent coaching, and fostering an engaged, high-performing team environment. The ideal candidate will ensure that Specialists are fully supported in meeting operational targets and equipped to consistently deliver an exceptional customer experience across every interaction. 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

2 years in a contact center environment with prior leadership or senior agent experience.
Demonstrated coaching and mentoring skills with measurable performance improvement.
Strong understanding of call center metrics (AHT, CSAT, QA, adherence, etc.).
Ability to analyze performance metrics and implement action plans.
Effective conflict resolution and engagement capabilities.
Strong organizational skills with the ability to manage multiple priorities.
Proficiency in CRM platforms and workforce tools.

Nice To Haves

Leadership development or supervisory training certification.
Experience supporting escalations or client‑facing communications.
Exposure to performance management frameworks or engagement programs.

Responsibilities

Provides daily leadership and support to a team of approximately 12 agents , ensuring they have the guidance and resources needed to perform at a high level.
Maintains direct familiarity with the customer experience by personally handling customer inquiries for at least 5% of work time.
Reviews individual and team outcomes regularly, using KPI and quality insights to drive meaningful improvements in performance.
Delivers real‑time coaching, constructive feedback, and targeted development to help Specialists grow and consistently meet expectations.
Oversees attendance, schedule adherence, and productivity to maintain operational consistency and team effectiveness.
Identifies performance patterns, emerging risks, and potential barriers to success, escalating them to leadership or support teams when necessary.
Fosters a positive, accountable, and results‑oriented team culture where Specialists are engaged, motivated, and aligned with overall service goals.

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.