Call Center Team Leader

MCI; Montgomery (AL); Remote; USD 40,000 - 60,000; Full time

Job summary

MCI seeks a motivated Call Center Team Leader to manage a team of agents, ensuring performance excellence and operational efficiency. This role demands strong leadership and a deep understanding of call center dynamics while offering a dynamic work environment and various growth opportunities.

Benefits

Paid Time Off

Health Benefits

Incentives & Rewards

Career Growth Opportunities

Paid Training

Qualifications

• 2-3 years in a call center or customer service environment.
• Proven supervisory or team lead experience.
• Strong understanding of AHT, CSAT, and FCR.

Responsibilities

• Oversee team of call center agents and ensure performance standards are met.
• Evaluate individual and team performance using key metrics.
• Provide training and development programs for agents.

Skills

Leadership

Problem Solving

Communication

Organizational Skills

Time Management

Education

High School Diploma

Tools

Call Center Software

CRM Systems

Workforce Management Tools

Job description

Join to apply for the Call Center Team Leader role at MCI

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.

Remote Work-at-Home

We are looking for a motivated and results-driven Team Leader to oversee a team of call center agents. This role is essential in ensuring that performance standards are met, agents are effectively coached and developed, and operational efficiency is maintained. The ideal candidate will have strong leadership skills, excellent problem-solving abilities, and a deep understanding of call center operations.

Key Responsibilities

• Oversee a team of call center agents, ensuring adherence to company policies and performance standards.
• Regularly evaluate individual and team performance using key metrics such as quality scores, average handle time (AHT), and customer satisfaction (CSAT).
• Provide ongoing training and development programs to enhance agent skills and knowledge.
• Offer guidance and support to team members to help them achieve their professional goals.
• Assign tasks and manage workloads to ensure smooth and efficient operations.
• Conduct quality audits and ensure that service standards are consistently met.
• Host regular team meetings to discuss performance, updates, and any operational issues.
• Collaborate with other departments and management to align with organizational goals.
• Handle escalated customer issues and provide effective solutions.
• Identify areas for operational improvements and implement changes to enhance efficiency and service quality.

Candidate Qualifications

Wonder if you are a good fit for this position? All positive, motivated, and dedicated applicants are encouraged to apply. The ideal candidates should possess:

• High School Diploma
• 2-3 years of experience in a call center or customer service environment.
• Proven supervisory or team lead experience.
• Strong understanding of key performance metrics such as AHT, CSAT, and First Call Resolution (FCR).
• Knowledge of call center operations, processes, and best practices.
• Proficiency in call center software, CRM systems, and workforce management tools.
• Excellent verbal and written communication skills.
• Strong leadership and problem-solving skills.
• Organizational and time-management abilities.
• Ability to build rapport and work collaboratively.
• Adaptability to change and a dynamic work environment.

Conditions of Employment

• Must be authorized to work in the country where the job is based.
• Willing to submit to background/security investigations and drug screening as required.

Compensation and Benefits

At MCI, we value your contributions. Our packages are competitive and include:

• Paid Time Off and holidays
• Incentives & rewards including cash bonuses, electronics, vacations, and cars
• Health benefits after 30-90 days
• Retirement savings options
• Disability and life insurance
• Career growth opportunities
• Paid training
• Engaging work environment and casual dress code

Physical Requirements and Accommodation

This role is largely sedentary, requiring long periods of sitting and computer use. Reasonable accommodations are available per ADA guidelines.

Diversity and Equal Opportunity

MCI is committed to a diverse, inclusive, and discrimination-free workplace. We consider all qualified applicants without regard to protected characteristics and provide accommodations for disabilities.

About MCI

MCI is a global provider of customer experience and digital transformation solutions, recognized for rapid growth and industry leadership. We operate multiple BPO and tech-enabled services across various locations, supporting diverse clients and fostering innovation.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Outsourcing and Offshoring Consulting

Apply today to join a company that values your growth and contributions!