Call Center Team Lead – Remote & On-Site

MCI Careers; Killeen (TX); Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

Paid Time Off

Health benefits

Retirement plan

Career growth

Paid training

Casual dress code

Job summary

MCI is seeking a Customer Service Supervisor to lead a team of 15–25 front-line agents in a fast-paced call center environment in the United States. You will coach, develop and monitor performance, ensuring high quality and productivity while aligning with client-specific operations and corporate policies.

The role requires strong leadership, interpersonal and organizational skills, plus experience managing remote and on-site teams. This position offers growth and comprehensive benefits.

Qualifications

• Minimum 3 years of call center experience or 1 year in a management role.
• Associate’s degree or equivalent combination of education and experience.
• Strong interpersonal and communication skills.
• Proven leadership and staff development experience.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Experience with call center tools and KPI/SLA management.
• Conflict resolution and problem-solving skills.
• Ability to thrive in a fast-paced, high-pressure environment.
• Strong organizational and time management skills.
• Clear, concise verbal and written communication.
• A proactive, solution-oriented mindset.

Responsibilities

• Lead and manage a team of 15–25 front-line agents handling inbound customer service calls.
• Coach and develop team members on service standards and best practices.
• Monitor performance metrics and drive continuous improvement in productivity and quality.
• Foster a culture of accountability, motivation, and personal excellence.
• Set performance goals and manage scheduling and workforce planning.
• Ensure customer satisfaction across all service interactions.
• Collaborate with internal departments including QA, Training, IT, and Recruiting.
• Provide regular feedback and performance reviews.
• Oversee payroll submissions and ensure accuracy.
• Support hiring, onboarding, coaching, and performance management.
• Manage remote employees as needed.
• Serve as a subject matter expert on client-specific operations.

Skills

Call center experience

Leadership

Staff development

Interpersonal skills

KPI/SLA management

Communication skills

Microsoft Office

Education

Associate’s degree or equivalent

Tools

Microsoft Office

Job description

MCI is seeking a Customer Service Supervisor to lead a team of 15–25 front-line agents in a fast-paced call center environment in the United States. You will coach, develop and monitor performance, ensuring high quality and productivity while aligning with client-specific operations and corporate policies.

The role requires strong leadership, interpersonal and organizational skills, plus experience managing remote and on-site teams. This position offers growth and comprehensive benefits.