Call Center Contact Tracing Supervisor

MCI; Mesilla (NM); Hybrid; USD 40,000 - 55,000; Full time

Job summary

MCI is seeking experienced Contact Tracing Supervisors to lead teams of 15-25 representatives in Mesilla, New Mexico. This role requires excellent leadership and communication skills, along with the ability to enhance customer satisfaction.

The ideal candidate will have a high school diploma and relevant experience in a customer service environment, with a strong focus on problem-solving and teamwork. Responsibilities include managing performance, coaching representatives, and driving continuous improvement.

Qualifications

• Must be 18 years of age or older.
• Experience with data-entry utilizing a computer.
• Ability to type swiftly and accurately (20+ words per minute).

Responsibilities

• Lead a team of 15‑25 customer service agents.
• Manage performance criteria and improve productivity.
• Develop strategies to ensure customer satisfaction.

Skills

Organizational skills

Communication skills

Customer service orientation

Conflict resolution

Multi-tasking ability

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Computer applications

Job description

MCI is a tech‑enabled business services company with a nationwide and international contact center footprint. The company offers Customer Experience, Business Process Outsourcing, and cloud technology solutions across healthcare, retail, government, education, telecom, technology, e‑commerce, and financial services.

All contact centers operate on‑site and remotely, using advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

We are hiring experienced Contact Tracing Supervisors to lead teams of 15‑25 representatives for both commercial and public sector clients.

Key Responsibilities

• Lead a team of 15‑25 entry‑level front‑line customer service agents responsible for inbound and outbound call handling.
• Coach and develop representatives on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity.
• Drive a culture of accountability, continuous improvement and personal excellence.
• Direct workforce management activities and set performance goals and objectives accordingly.
• Develop and maintain strategies to ensure customer satisfaction on all service interactions.
• Motivate and develop the team to maximize sales opportunities.
• Oversee the overall performance and productivity of direct reports.
• Review and submit weekly payroll to ensure correct entries.
• Drive revenue and profit growth originating from the call center.
• Meet performance, efficiency and quality assurance targets.
• Monitor individual and team results to identify and act on positive and negative performance.
• Communicate key messages effectively so direct reports are informed of process changes.
• Provide regular feedback to representatives regarding performance wins and areas of opportunity.
• Work with other departments such as quality assurance, training, IT and recruiting.
• Develop and audit quality assurance strategies to ensure world‑class service delivery.
• Determine work procedures, prepare work schedules and expedite workflow.
• Hire, coach and terminate call center employees.
• Serve as a subject‑matter expert on client business.
• Manage remote employees as needed.
• Perform other duties and responsibilities as assigned.

Required Qualifications

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Experience with data‑entry utilizing a computer.
• Fluent in reading and speaking English.
• Wired, high‑speed internet connection (download speed of 20 Mbps+).
• Excellent organizational, written and oral communication skills.
• Ability to type swiftly and accurately (20+ words per minute).
• Ability to work regular scheduled shifts during operating hours, including the training period.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Familiarity with computer and Windows PC applications and ability to learn new and complex systems.
• Highly reliable and capable of maintaining regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow up on customer issues.
• Aptitude for conflict resolution, problem solving and negotiation.
• Customer‑service oriented (empathetic, responsive, patient and conscientious).
• Ability to multi‑task, stay focused and self‑manage.
• Strong team orientation and customer focus.
• Ability to thrive in a fast‑paced environment where change and ambiguity are common.
• Excellent interpersonal skills and ability to build relationships with team and customers.

Preferred Qualifications

• One (1) year of experience in customer service, technical support, inside sales, back‑office, chat or administrative support in a contact center environment.
• State or Federal work experience.

Work Environment and Physical Requirements

This job is performed in a professional office environment. The role is largely sedentary and requires sitting, standing and using a computer and telephone headset for long periods. The employee is occasionally required to move about the office, reach in any direction, lift or move objects up to 40 pounds, and operate office equipment such as a phone, copier and printer.

Location

Must be authorized to work in the country where the job is based. Background checks and drug screening may be required as part of the hiring process.

EEO Statement

MCI is an equal opportunity employer. The policy of MCI and its affiliates is to provide reasonable accommodations to qualified applicants or employees with a disability, unless such accommodations would cause undue hardship. 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 or ordinances. MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics.

Job Description Disclaimer

The purpose of this job description is to provide potential candidates with a general overview of the role. It is not an all‑inclusive list of duties, responsibilities, skills and qualifications required. You may be asked by supervisors or managers to perform other duties. This description can be revised at any time and does not constitute an employment contract. Either party may terminate employment at any time for any reason.