Customer Service Supervisor II

Customer Service SupervisorsMCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.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 looking for experienced call center Customer Service Supervisors to support commercial and public sector clients. Supervisors in this role coach and develop a team of inbound customer service agents and are directly responsible for the performance of their team.Candidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic. A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred.This is a full-time, local, on-site position and requires employees to report to work at 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.Position ResponsibilitiesKey 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 continuouslyDrive a culture of accountability, continuous improvement, and personal excellenceDirects workforce management activities and sets performance goals and objectives accordinglyDevelop and maintain strategy on ensuring customer satisfaction on all service interactionProvide team motivation and development to maximize sales opportunitiesResponsible for the overall performance and productivity of direct reportsResponsible for weekly payroll review and submission to ensure correct entriesResponsible for driving the growth of revenue and profit originating from a call centerProven ability to meet performance, efficiency, and quality assurance targetsMonitoring of individual and team results to identify and act on both positive and negative performanceCommunicate key messages effectively to ensure that direct reports are informed of process changesProvide regular feedback to representatives regarding performance wins and areas of opportunityWork 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 serviceDetermining work procedures, preparing work schedules, and expediting workflowResponsible for hiring, coaching and terminating call center employeesBe a subject matter expert on your client's businessManage remote employees as needed.Other duties and responsibilities as assignedCandidate QualificationsWonder if you are a good fit for this position? It's about building relationships and turning the knowledge; you gain in training into customer wins. Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support. We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated.RequiredMust be 18 years of age or olderHigh school diploma or equivalentExperience with data-entry utilizing a computerThe ability to read and speak English fluentlyHave a wired, high-speed internet connection (Download speed of 20Mbps+)Excellent organizational, written, and oral communication skillsThe ability to type swiftly and accurately (20+ words a minute)Ability to work regularly scheduled shifts within our hours of operation including the training period.Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applicationsHighly reliable with the ability to maintain regular attendance and punctualityThe ability to evaluate, troubleshoot, and follow-up on customer issuesAn aptitude for conflict resolution, problem solving and negotiationMust be customer service oriented (empathetic, responsive, patient, and conscientious)Ability to multi-task, stay focused, and self-manageStrong team orientation and customer focusThe ability to thrive in a fast-paced environment where change and ambiguity are prevalentExcellent interpersonal skills and the ability to build relationships with your team and customersPreferred (Not Required) One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environmentState or Federal work experiencePhysical RequirementsThis job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.Conditions of EmploymentAll MCI Locations Must be authorized to work in the country where the job is based.Subject to the program and location of the position Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.Must be willing to submit to drug screening. Job offers are contingent on drug screening results.Reasonable AccommodationConsistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.Equal Opportunity EmployerAt MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.About MCI (Parent Company)MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance.