Job Opportunity
Looking to work for a fast growing company? Start your career here at MCI. If you are a highly motivated individual and possess excellent communication skills, we need your help in managing call center customer service agents. While your team operates 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. 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.
Contact Center Supervisors are responsible for the day-to-day activity and development of 15-25 representatives within a complex call center environment. In this role, you will be responsible for ensuring call quality from start to finish, and proactively seeks ways to improve the internal processes and sales results program-wide. Supervisors conduct regular business meetings with representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports. You will also work closely with the Operations Manager, ensuring the overall adherence to corporate policies and procedures.
Essential duties include: leading 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; managing metrics, performance criteria, policies and procedures to improve call center productivity continuously; driving a culture of accountability, continuous improvement, and personal excellence; directing workforce management activities and setting performance goals and objectives accordingly; developing and maintaining strategy on ensuring customer satisfaction on all service interaction; providing 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; communicating key messages effectively to ensure that direct reports are informed of process changes; providing regular feedback to representatives regarding performance wins and areas of opportunity; working with other departments in the organization, such as quality assurance, training, IT, and recruiting; developing and auditing 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; being a subject matter expert on your client's business; managing remote employees as needed; and other duties and responsibilities as assigned.
The ideal candidate would share and understand the high-growth objectives of the company. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent the organization internally and client-facing is a must. The right candidate will exhibit good business judgment and acumen and be comfortable collaborating with other departments and locations throughout the organization.
Required qualifications include: 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, KPIs, and process; and the ability to thrive in a fast-paced, ever-changing, and high-pressure environment.
Preferred qualifications include: 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.
All 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.
Want an employer that values your contribution? At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. What you can expect from MCI: We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy: paid time off and paid holidays; incentives & rewards; health benefits; retirement savings; disability insurance; life insurance; career growth; paid training; fun, engaging work environment; and casual dress code.
This 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.
Consistent 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.
At 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.
MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with
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