Call Center Sales Manager

Mass Markets; Las Cruces (NM); On-site; USD 70,000 - 110,000; Full time

Job summary

MCI is seeking a Call Center Sales Manager to lead a team of supervisors and agents, driving sales, service quality, and efficient operations. You will mentor supervisors, set performance goals, and influence client metrics while ensuring top‑tier customer experience.

The role emphasizes leadership, payroll management, and cross‑functional collaboration to grow revenue and maintain high service standards in a dynamic environment.

Qualifications

• Experience leading call center teams and improving KPIs.
• Strong communication and interpersonal skills for coaching staff.
• Ability to manage payroll, schedules and performance objectives.

Responsibilities

• Lead a team of call center supervisors and inbound/outbound reps.
• Develop reports on service processes and best practices.
• Drive revenue growth and customer satisfaction through strong leadership.

Skills

Leadership

Sales

Coaching

Performance management

Payroll

Recruiting

Communication

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Company Overview

MCI is one of the fastest‑growing tech‑enabled business services companies in the United States, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud‑technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services. Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

Position Overview

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry‑leading organization. The Call Center Sales Manager oversees all aspects of our call center team. As a sales manager, you will ensure an exceptional customer experience in all customer touchpoints, including phone service and digital communication channels. This involves managing a team of supervisors to help develop efficient operations, promote sales and customer service. You will work to continuously improve client metrics by providing leadership, direction, and motivation to the workforce.

Key Responsibilities

• Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives
• Coach and develop 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
• Direct workforce management activities and set performance goals and objectives accordingly
• Develop and maintain strategy to ensure customer satisfaction on all service interactions
• Provide team motivation and development to maximize sales opportunities
• Take overall responsibility for the performance and productivity of direct reports
• Review and submit weekly payroll to ensure correct entries
• Drive the growth of revenue and profit originating from the call center
• Meet performance, efficiency, and quality assurance targets
• Monitor 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 supervisors regarding performance wins and areas of opportunity
• Collaborate 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 as needed
• Be a subject matter expert on your client’s business
• Manage remote employees as needed
• Perform other duties and responsibilities as assigned

Candidate Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data‑entry using a computer
• English fluency—read, speak, write, and type (20+ wpm)
• Wired, high‑speed internet connection (20 Mbps+ download)
• Excellent organizational, written, and oral communication skills
• Ability to work scheduled shifts including training period
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with PC applications and ability to learn new complex systems
• Highly reliable with regular attendance and punctuality
• Evaluate, troubleshoot, and follow up on customer issues
• Conflict resolution, problem‑solving, and negotiation aptitude
• Customer‑service oriented (empathetic, responsive, patient, conscientious)
• Multi‑task, stay focused, and self‑manage
• Strong team orientation and customer focus
• Thrives in fast‑paced environments with change and ambiguity
• 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

Physical Requirements

This 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 may occasionally be required to move about the office, reach in any direction, raise or lower objects, and move objects 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 up to a Level II background and/or security investigation with a fingerprint; offers are contingent on investigation results
• Must be willing to submit to drug screening; offers are contingent on screening results

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy applies to all aspects of employment.

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 are based solely on merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. MCI does not discriminate 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, and ordinances. MCI will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements.

About MCI (Parent Company)

MCI helps customers take on their CX and DX challenges differently, creating industry‑leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT services by providing general and specialized hosting, software, staff, and services. MCI has ten business process outsourcing delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Legal Notice

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, or qualifications. You may be asked by supervisors or managers to perform other duties. You will be evaluated in part based on performance on the tasks listed herein. The employer reserves the right to revise this description at any time. This description is not an employment contract, and either party may terminate employment at any time for any reason.