Customer Service Supervisor I

MCI; Garden City (GA); On-site; USD 55,000 - 75,000; Full time

Job summary

MCI is seeking a Customer Service Supervisor in Savannah, GA, to lead a team of customer service agents. This full-time, on-site role involves coaching, performance management, and ensuring client satisfaction. The ideal candidate should have 3+ years of call center experience and strong leadership skills.

The company emphasizes professional growth and a commitment to diversity. Employees can expect a supportive work environment focused on continuous improvement.

Qualifications

• Minimum of 3 years of call center experience or 1 year in a supervisory role.
• Strong communication, leadership, and interpersonal skills.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Ability to manage conflict, prioritize tasks, and thrive in a fast-paced environment.

Responsibilities

• Supervise a team of 15-25 front-line agents handling inbound calls.
• Coach team members on customer service best practices.
• Monitor KPIs and drive productivity and customer satisfaction.
• Conduct regular performance reviews and provide actionable feedback.

Skills

Leadership

Communication

Interpersonal skills

Conflict management

Performance Metrics

Education

Associate's degree or equivalent

Tools

Microsoft Office

Call center tools

Job description

LOCATION

Savannah, GA

POSITION OVERVIEW

MCI is one of the fastest-growing tech‑enabled business services companies in the USA, 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.

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.

Our Employee Development team is hiring experienced Customer Service Supervisors to support a variety of commercial and public sector clients. In this role you’ll lead a team of inbound customer service agents, providing coaching, support, and performance management to ensure team success and client satisfaction.

This is a full‑time, on‑site position. Candidates must be local and able to report to one of our physical contact center locations.

POSITION RESPONSIBILITIES

Supervisors are responsible for the day‑to‑day activity and development of 15‑25 representatives within a complex call center environment. They ensure call quality from start to finish, seek ways to improve internal processes and sales results program‑wide, conduct regular performance reviews and coaching, and collaborate with internal teams. They also manage scheduling, payroll submissions, workforce planning, hiring, onboarding, disciplinary actions and serve as a subject‑matter expert on client‑specific processes and expectations.

• Supervise and support a team of 15–25 front‑line agents handling inbound calls.
• Coach team members on customer service best practices and performance improvement.
• Monitor KPIs and drive productivity, quality, and customer satisfaction.
• Conduct regular performance reviews and provide actionable feedback.
• Collaborate with internal teams including QA, Training, IT, and Recruiting.
• Manage scheduling, payroll submissions, and workforce planning.
• Support hiring, onboarding, and disciplinary actions as needed.
• Serve as a subject‑matter expert on client‑specific processes and expectations.

CANDIDATE QUALIFICATIONS

The ideal candidate would share and understand the high‑growth objectives of the company. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent the organization internally and client‑facing is a must. The right candidate will exhibit good business judgment and acumen and be comfortable collaborating with other departments and locations throughout the organization.

REQUIRED QUALIFICATIONS

• Minimum of 3 years of call center experience or 1 year in a supervisory role.
• Associate’s degree or equivalent combination of education and experience.
• Strong communication, leadership, and interpersonal skills.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Experience with call center tools and performance metrics (KPIs, SLAs).
• Ability to manage conflict, prioritize tasks, and thrive in a fast‑paced environment.
• Proven ability to coach and develop team members effectively.

PREFERRED QUALIFICATIONS

• Experience in military, local, state, or federal government environments.
• Degree from an accredited two‑ or four‑year college or university.
• Experience managing on‑site teams.

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.
• Must be willing to submit to drug screening.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit or stand for long periods using a computer and telephone headset. The employee may occasionally be required to move about the office to accomplish tasks, reach in any direction, raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person’s merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI’s commitment to a diverse and equal‑opportunity work environment.

MCI does not discriminate against any employee or applicant 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 (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI’s policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.