Call Center Supervisor

MCI; Wichita (KS); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Health Benefits

Career Growth opportunities

Job summary

MCI in Wichita, Kansas, is seeking a motivated leader to manage a team of customer service agents across various projects. Ideal candidates will have experience in customer service leadership and will be accountable for performance and development of a team of 15-25 agents.

The role offers comprehensive health benefits, a team-oriented work environment, and opportunities for career growth. Candidates should have strong interpersonal skills, a supervisory background, and advanced proficiency in Microsoft Office.

Qualifications

• Minimum 3 years total call center experience or 1 year of management experience.
• Demonstrated ability to drive sales through others.
• Ability to thrive in high-pressure environments.

Responsibilities

• Lead and manage a team of 15-25 customer service agents.
• Monitor and improve performance metrics and KPIs.
• Foster a culture of accountability and continuous improvement.

Skills

Exceptional interpersonal and communication skills

Strong supervisory experience

Advanced knowledge of Microsoft Office

Conflict resolution skills

Time management and organization

Solution-oriented mindset

Education

Associate’s degree or equivalent education/work experience

Tools

Microsoft Office

Job description

MCI is seeking a motivated leader with excellent communication skills and a passion for developing others. The role is to manage and support a team of customer service agents working on a variety of commercial, state, and federal projects. This management‑level position is ideal for individuals with prior experience in customer service leadership, supervision, or call center management, and you’ll be responsible for the performance, development, and success of a team of 15‑25 front‑line agents.

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.

Key Responsibilities

• Lead and manage a team of 15‑25 entry‑level customer service agents handling inbound calls.
• Coach and develop team members on service standards, processes, and best practices.
• Monitor and improve performance metrics, KPIs, and productivity benchmarks.
• Foster a culture of accountability, continuous improvement, and excellence.
• Oversee workforce management, including scheduling and goal setting.
• Develop strategies to ensure high levels of customer satisfaction.
• Motivate the team to identify and maximize sales opportunities.
• Review and submit weekly payroll to ensure accuracy.
• Drive revenue and profitability growth within the call center.
• Track and analyze team and individual performance to identify trends and improvement areas.
• Communicate updates and process changes clearly and effectively.
• Provide regular feedback and coaching to agents on performance and development.
• Collaborate with departments such as QA, Training, IT, and Recruiting.
• Implement and audit quality assurance strategies to maintain service excellence.
• Manage hiring, onboarding, coaching, and, when necessary, terminations.
• Serve as a subject matter expert on client‑specific operations.
• Manage remote team members as needed.
• Perform additional duties as assigned.

What You Can Expect from MCI

• Paid Time Off (PTO) and paid holidays.
• Incentives & Rewards – daily, weekly, and monthly contests with cash bonuses and prizes.
• Health Benefits – comprehensive medical, dental, and vision coverage after 60 days.
• Retirement Savings – available local plans.
• Disability Insurance – short‑term coverage.
• Life Insurance – access to options.
• Supplemental Insurance – accident and critical illness.
• Career Growth – internal promotion focus.
• Paid Training – learn new skills while earning a paycheck.
• Work Environment – team‑oriented culture that fosters collaboration and engagement.
• Casual Dress Code.

Required Qualifications

• Minimum 3‑years total call center experience or 1‑year call center management experience.
• Associate’s degree or equivalent education/work experience.
• Exceptional interpersonal and communication skills.
• Strong supervisory experience including staff development.
• Advanced knowledge of Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Demonstrated ability to drive sales through others.
• Superior knowledge of call center tools and technology for KPIs and SLAs.
• Practical conflict resolution skills (customer and agent).
• Advanced time management, planning, organization, and multitasking skills.
• Ability and eagerness to learn new products and systems.
• Professional performance in a fast‑paced environment.
• Strong understanding of contact center levers to enhance performance and achieve client and financial targets.
• Clear, concise, and practical communication skills (oral and written).
• Solution‑oriented, positive mindset that embraces change and stretches goals.
• Organizational skills with ability to prioritize objectives independently.
• Hold team members accountable for job performance, KPIs, and processes.
• Ability to thrive in a fast‑paced, ever‑changing, high‑pressure environment.

Preferred Qualifications

• Military, local, state, or federal government experience.
• Graduation from an accredited two‑year or four‑year college or university.
• Experience managing both remote and on‑site reports.

Location & Background

• Must be authorized to work in the country where the job is based.
• Must be willing to submit a Level II background and/or security investigation with a fingerprint.
• Must be willing to submit to drug screening.

All MCI Locations: MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. MCI will provide reasonable accommodations to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances.

EEO Statement

MCI respects diversity and embraces differences, considering hiring based on merit and qualifications. MCI is an equal opportunity employer and does not discriminate 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, or sexual orientation. MCI will consider qualified applicants with criminal histories in line with local and federal requirements. MCI will not tolerate discrimination or harassment based on these characteristics. MCI will provide reasonable accommodations to qualified employees with protected disabilities to the extent required by applicable law.