Customer Service Supervisor I

MCI; Las Cruces (NM); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

Paid Training

Career Growth

Incentives & Rewards

Job summary

MCI is seeking experienced Customer Service Supervisors in Las Cruces, NM to lead a team of inbound agents. In this full-time, on-site role, you will oversee daily activities, support your team through coaching, and ensure performance and quality standards are met.

The ideal candidate has strong leadership skills and at least 3 years of call center experience. The position offers a dynamic work environment with opportunities for career growth and comprehensive benefits.

Qualifications

• Minimum of 3 years of call center experience or 1 year in a supervisory role.
• Strong communication, leadership, and interpersonal skills.
• Experience with call center tools and performance metrics (KPIs, SLAs).

Responsibilities

• Supervise and support a team of 15–25 front‑line agents handling inbound calls.
• Conduct regular performance reviews and provide actionable feedback.
• Monitor KPIs and drive productivity, quality, and customer satisfaction.

Skills

Leadership

Communication

Interpersonal skills

Conflict management

Coaching

Education

Associate's degree or equivalent

Tools

Microsoft Office

Job description

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.

What Does Someone in This Role Do?

Supervisors are responsible for the day‑to‑day activity and development of 15–25 representatives within a complex call center environment. The Customer Service Supervisor I position is responsible for ensuring call quality from start to finish, and proactively seeks ways to improve internal processes and sales results program wide. Customer Service Supervisor II conduct regular business meetings with representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Customer Service Sales Supervisor I work closely with the Operations Manager, ensuring the overall adherence to corporate policies and procedures.

Key Responsibilities

• 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.

Do You Fit This Position?

The ideal candidate would share and understand the high‑growth objectives of the company. This position requires advanced 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 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 both remote and on‑site teams.

Benefits

We offer a variety of benefits and incentives that go beyond a paycheck.

• Paid Time Off – Earn PTO and paid holidays.
• Incentives & Rewards – Participate in contests that include cash bonuses and prizes.
• Health Benefits – Medical, dental, and vision coverage after 60 days, with access to MEC plans after 30 days.
• Retirement Savings – Programs where available.
• Disability Insurance – Short‑term coverage available.
• Life Insurance – Options to safeguard your loved ones.
• Supplemental Insurance – Accident and critical illness coverage.
• Career Growth – Internal promotion opportunities.
• Paid Training – Learn new skills while earning a paycheck.
• Engaging Work Environment – Culture fosters collaboration.
• Casual Dress Code – Comfortable attire.

Additional Requirements

• 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. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Equal Opportunity Employer

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.

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.