["Call Center Customer Service Manager","Call Center Customer Service Manager"]

MCI is one of the fastest-growing tech-enabled business services companies in the USA, delivering Customer Experience, Business Process Outsourcing, and Anything-as-a-Service solutions across multiple industries.We are seeking a highly skilled and motivated Call Center Customer Service Manager to lead a team of supervisors and drive performance across our customer service and sales operations.What Does Someone in This Role Do?Operations managers are responsible for the day-to-day activity and development of 5‑10 supervisors within a complex call center environment. They ensure call quality from start to finish, proactively improve internal processes, conduct regular business meetings, and work closely with site directors and client account managers to uphold corporate policies and account health.Key ResponsibilitiesLead and manage 5‑10 call center supervisors overseeing inbound and outbound teamsCoach and develop supervisors on customer service best practices and performance managementMonitor and improve call center metrics, productivity, and service qualityFoster a culture of accountability, continuous improvement, and excellenceOversee workforce management and set clear performance goalsDevelop strategies to enhance customer satisfaction across all service interactionsMotivate teams to maximize sales opportunities and meet revenue targetsEnsure accurate and timely payroll review and submissionTrack and analyze individual and team performance, addressing both strengths and areas for improvementCommunicate process updates and key messages effectively to supervisorsCollaborate with departments such as Quality Assurance, Training, IT, and RecruitingDesign and audit quality assurance strategies to ensure top‑tier service deliveryManage hiring, coaching, and termination processes for call center staffServe as a subject matter expert on client‑specific operationsManage remote employees as neededPerform other duties as assignedWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?It's about building relationships and turning training knowledge into customer wins. Representatives make a difference to customers and the company, providing over‑the‑phone customer service, sales, and technical support. The ideal candidate is highly motivated, energetic, and dedicated.RequiredMust be 18 years or olderHigh school diploma or equivalent2+ years of experience in call center operations managementStrong data entry and computer skillsFluent in English (spoken and written)Wired high‑speed internet connection (20 Mbps+ download speed)Excellent organizational, written, and verbal communication skillsTyping speed of 20+ words per minuteAvailability to work scheduled shifts, including during trainingProficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)Ability to learn and navigate complex computer systemsReliable attendance and punctualityStrong conflict resolution, problem‑solving, and negotiation skillsCustomer‑focused mindset, empathetic, responsive, and patientAbility to multitask, self‑manage, and stay focused in a fast‑paced environmentStrong interpersonal skills and team orientationBenefits & CompensationPaid Time Off (PTO) and paid holidaysIncentives & Rewards (daily, weekly, monthly contests with cash bonuses and prizes)Comprehensive medical, dental, and vision coverage after 60 days (full‑time)Retirement savings programs where availableShort‑term disability coverageLife insurance optionsSupplemental insurance (accident and critical illness)Career growth through internal promotions and advancement opportunitiesPaid training to develop new skillsFun, engaging work environment with a team‑oriented cultureCasual dress codeJob Physical RequirementsThis job operates in a professional office environment. The employee will be largely sedentary and 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, reach in any direction, raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to 40 pounds.Authorized to WorkMust be authorized to work in the country where the job is based.Background and SecurityMust 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.EEO & ADA StatementConsistent with the Americans with Disabilities Act, MCI provides reasonable accommodations when requested by a qualified applicant or employee unless such accommodations would cause undue hardship. MCI maintains a work environment free from discrimination and harassment and embraces diversity. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements.#J-18808-Ljbffr