Call Center Contact Tracing Supervisor

Mass Markets; Mesilla (NM); On-site; USD 40,000 - 60,000; Full time

Job summary

Mass Markets is seeking a Contact Tracing Supervisor to lead a 15–25‑person team in a fast‑paced contact center environment. This role requires daily onsite presence and focuses on coaching staff, monitoring metrics, and ensuring client and regulatory compliance.

You will drive a culture of accountability, collaborate with QA, IT, training and recruiting, and manage scheduling, payroll, and performance improvements across the team.

Qualifications

• Must be 18 years of age or older.
• High school diploma or equivalent.
• English fluency, both spoken and written.
• Wired, high‑speed internet connection (download speed of 20 Mbps+).
• Typing speed of 20+ words per minute.
• Ability to work scheduled shifts, including training periods.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Familiarity with computer and Windows PC applications and ability to learn new systems.
• Highly reliable with regular attendance and punctuality.

Responsibilities

• Lead a team of 15–25 entry‑level 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 improve call center productivity.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Direct workforce management activities and set performance goals and objectives.
• Develop and audit quality assurance strategies to deliver world‑class service.
• Determine work procedures, prepare schedules, and expedite workflow.
• Hire, coach, and terminate call center employees as needed.
• Serve as a subject matter expert on client business.

Skills

Data entry

English fluency

Microsoft Office

Typing speed 20 wpm

Organizational skills

Communication skills

Reliability

Education

High school diploma

Job description

Position Overview

MCI is a fast‑growing, tech‑enabled business services company specializing in Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology across industries such as healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. We operate contact centers both on‑site and remote, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

We are seeking an experienced Contact Tracing Supervisor to lead a team of 15–25 Contact Tracing Representatives. The role requires daily onsite presence at a physical contact center location and involves supervising day‑to‑day operations, coaching staff, monitoring performance indicators, and ensuring compliance with client and regulatory requirements.

Responsibilities

Key Responsibilities

• Lead a team of 15–25 entry‑level 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 improve call center productivity continuously.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Direct workforce management activities and set performance goals and objectives.
• Develop and maintain strategies to ensure customer satisfaction on all service interactions.
• Provide team motivation and development to maximize sales opportunities.
• Responsible for 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 performance trends.
• Communicate key messages effectively to ensure representatives are informed of process changes.
• Provide regular feedback on performance wins and areas for improvement.
• Collaborate with other departments such as quality assurance, training, IT, and recruiting.
• Develop and audit quality assurance strategies to deliver world‑class service.
• Determine work procedures, prepare schedules, and expedite workflow.
• Hire, coach, and terminate call center employees as needed.
• Serve as a subject matter expert on client business.
• Manage remote employees as required.
• Perform other duties and responsibilities as assigned.

What Does Someone in This Role Do?

The Contact Tracing Supervisor ensures call quality from start to finish, proactively seeks ways to improve internal processes and sales results program wide, and conducts regular business meetings with representatives to complete performance reviews and coaching.

Qualifications

Required

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Experience with data‑entry using a computer.
• English fluency, both spoken and written.
• Wired, high‑speed internet connection (download speed of 20 Mbps+).
• Excellent organizational, written, and oral communication skills.
• Typing speed of 20+ words per minute.
• Ability to work scheduled shifts, including training periods.
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Familiarity with computer and Windows PC applications and ability to learn new systems.
• Highly reliable with regular attendance and punctuality.
• Ability to evaluate, troubleshoot, and follow up on customer issues.
• Strong conflict resolution, problem‑solving, and negotiation skills.
• Customer service orientation (empathetic, responsive, patient, conscientious).
• Ability to multi‑task, stay focused, and self‑manage.
• Strong team orientation and customer focus.
• Capability to thrive in a fast‑paced, changing environment.
• Excellent interpersonal skills and ability to build relationships with team and customers.

Preferred (Not Required)

• 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.

Physical Requirements

This job operates in a professional office environment. While performing the duties, the employee will largely be sedentary, requiring prolonged sitting or standing and use of a computer and telephone headset. Occasionally, the employee may need to move about the office, reach, raise or lower objects, and move or exert force up to forty (40) pounds.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Must be willing to submit 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.

Equal Opportunity Employer

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 on a person’s merit and qualifications. We maintain a work environment free from discrimination, where employees are treated with dignity and respect. MCI will not tolerate discrimination or harassment based on 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 for employment in a manner consistent with local and federal requirements.