Call Center Supervisor: Lead, Coach & Drive CX

Mass Markets; Las Cruces (NM); On-site; USD 42,000 - 64,000; Full time

Job summary

MCI is seeking an experienced Call Center Customer Service Supervisor to lead a team of inbound agents at a local Las Cruces facility. You will coach staff, monitor performance, and drive improvements to meet service targets and revenue goals.

Ideal candidates are organized, customer-focused, and able to manage schedules, payroll checks, and cross-functional collaboration with QA, training, IT, and recruiting to deliver world-class service.

Qualifications

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Experience with data-entry and computer-based tasks.
• Ability to read and speak English fluently.
• Reliable high-speed internet connection (wired).
• Excellent organizational, written, and oral communication skills.
• Ability to multi-task and manage schedules.

Responsibilities

• Lead a team of 15-25 front-line agents for inbound calls.
• Coach and develop reports on customer service processes.
• Manage performance metrics and drive continuous improvement.
• Ensure customer satisfaction across service interactions.
• Oversee payroll reviews and accuracy for reports.
• Collaborate with QA, training, IT, and recruiting teams.

Skills

Team leadership

English fluency

Coaching

Communication

Customer service

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Data entry

CRM software

Job description

MCI is seeking an experienced Call Center Customer Service Supervisor to lead a team of inbound agents at a local Las Cruces facility. You will coach staff, monitor performance, and drive improvements to meet service targets and revenue goals.

Ideal candidates are organized, customer-focused, and able to manage schedules, payroll checks, and cross-functional collaboration with QA, training, IT, and recruiting to deliver world-class service.