Job Description

divh2Job Opportunity/h2pLocation: Las Cruces, NM/ppJob Type: Full-Time/ppPay Types: Salary + Bonus/ppBenefits Perks: Management: Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Company Cell Phone, Company Laptop, Advancement/ppApplication Details: No Resume Required, On-site Interview/ppPosition Overview: MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry./ppAre you a motivated leader with excellent communication skills and a passion for developing others? Were looking for a dedicated individual to manage and support a team of customer service agents working on a variety of commercial, state, and federal projects. In this leadership role, youll guide your team to success through coaching, performance management, and operational excellence./ppThis is a management-level position ideal for individuals with prior experience in customer service leadership, supervision, or call center management. Youll be responsible for the performance, development, and success of a team of 1525 front-line agents./ppTo 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./ppPosition Responsibilities: What Does Someone in This Role Do?/ppSupervisors are responsible for the day-to-day activity and development of 15-25 representatives within a complex call center environment. The Customer Service Supervisor I position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and sales results program wide. Customer Service Supervisor II conduct regular business meetings with representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Customer Service Sales Supervisor I work closely with the Operations Manager, ensuring the overall adherence to corporate policies and procedures/ppKey Responsibilities:/pulliLead and manage a team of 1525 entry-level customer service agents handling inbound calls./liliCoach and develop team members on service standards, processes, and best practices./liliMonitor and improve performance metrics, KPIs, and productivity benchmarks./liliFoster a culture of accountability, continuous improvement, and excellence./liliOversee workforce management, including scheduling and goal setting./liliDevelop strategies to ensure high levels of customer satisfaction./liliMotivate the team to identify and maximize sales opportunities./liliReview and submit weekly payroll to ensure accuracy./liliDrive revenue and profitability growth within the call center./liliTrack and analyze team and individual performance to identify trends and improvement areas./liliCommunicate updates and process changes clearly and effectively./liliProvide regular feedback and coaching to agents on performance and development./liliCollaborate with departments such as QA, Training, IT, and Recruiting./liliImplement and audit quality assurance strategies to maintain service excellence./liliManage hiring, onboarding, coaching, and, when necessary, terminations./liliServe as a subject matter expert on client-specific operations./liliManage remote team members as needed./liliPerform additional duties as assigned./li/ulpCandidate Qualifications: Wonder If You Are a Good Fit for This Position?/ppThe 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./ppRequired Qualifications:/pulliMinimum of 3 years of total call center experience or 1 year in a management role./liliAssociates degree or equivalent combination of education and experience./liliStrong interpersonal and communication skills./liliProven supervisory experience with a focus on staff development./liliProficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint)./liliDemonstrated ability to drive performance and meet sales goals./liliFamiliarity with call center tools and technologies for KPI and SLA management./liliEffective conflict resolution skills for both customer and employee issues./liliStrong organizational, time management, and multitasking abilities./liliAbility to adapt and thrive in a fast-paced, high-pressure environment./liliClear and practical written and verbal communication skills./liliA proactive, solution-oriented mindset with a drive for continuous improvement./liliAbility to independently prioritize tasks and implement effective solutions./liliStrong accountability and performance management capabilities./li/ulpConditions of Employment: All MCI Locations/pulliMust be authorized to work in the country where the job is based./li/ulpSubject to the program and location of the position:/pulliMust 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./liliMust be willing to submit to drug screening. Job offers are contingent on drug screening results./li/ulpCompensation Details: Want an Employer That Values Your Contribution?/ppAt 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./ppWhat 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:/pulliPaid Time Off: Earn PTO and paid holidays to take the time you need./liliIncentives Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacationsand sometimes even cars!/liliHealth 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./liliRetirement Savings: Secure your future with retirement savings programs, where available./liliDisability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges./liliLife Insurance: Access life insurance options to safeguard your loved ones./liliCareer Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities./liliPaid Training: Learn new skills while earning a paycheck./liliFun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement./liliCasual Dress Code: Be comfortable while you work./li/ulpCompensation Benefits that Fit Your Life: MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued./ppIf youre ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!/ppPhysical Requirements: 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./ppReasonable Accommodation: 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./ppDiversity and Equality: At MCI and its subsidiaries, we embrace differences/p/div

Job Tags

Similar Jobs