Call Center Customer Service Supervisor

Mass Markets; Killeen (TX); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

Career Growth

Disability Insurance

Life Insurance

Career Growth

Paid Training

Casual Dress Code

Job summary

A leading BPO company is looking for a Call Center Customer Service Supervisor in Texas. The ideal candidate has 3+ years in call center environments and strong leadership skills. Responsibilities include leading a team of agents, coaching for performance, and driving customer satisfaction. Competitive salary and benefits are offered, including healthcare and opportunities for growth.

Qualifications

• Minimum of 3-years of total call center experience or 1-year of call center management experience.
• Associate's degree or equivalent combination of education and relevant work experience.
• Exceptional interpersonal & communication skills.
• Experience managing KPIs, SLAs, and quality metrics.
• Proficient with Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Ability to work in fast-paced, client-focused settings.

Responsibilities

• Lead a team of 15-25 entry-level front-line customer service agents responsible for inbound call handling.
• Manage metrics, performance criteria, and policies to improve call center productivity.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Drive accountability and continuous improvement culture.
• Direct workforce management and set performance goals for the team.
• Hire, coach, and terminate call center staff as needed.

Skills

Leadership

Communication

Coaching

Team Management

MS Office

KPIs & SLAs

Education

Associate degree or equivalent

Tools

Call center software

Job description

Join to apply for the Call Center Customer Service Supervisor role at Mass Markets

Position 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.

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 highly preferred.

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.

Position Responsibilities

• Lead 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.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
• Drive a culture of accountability, continuous improvement, and personal excellence
• Directs workforce management activities and sets performance goals and objectives accordingly
• Develop and maintain strategy on ensuring customer satisfaction on all service interaction
• Provide 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
• Communicate key messages effectively to ensure that direct reports are informed of process changes
• Provide regular feedback to representatives regarding performance wins and areas of opportunity
• Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
• Develop and audit 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
• Be a subject matter expert on your client's business
• Manage remote employees as needed.
• Other duties and responsibilities as assigned

Candidate Qualifications

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.

• Minimum of 3-years of total call center experience or 1-year of 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, KPI's, and process
• The ability to thrive in a fast-paced, ever-changing, and high-pressure environment.

Preferred Qualifications

• 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

Compensation Details

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.

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

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 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.