CX Team Lead – Drive Quality & Team Growth

MCI; Wichita (KS); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

Career Growth

Paid Training

Job summary

MCI, a rapidly growing tech-enabled business services company in Wichita, Kansas, is seeking a Supervisor to lead a team of customer service agents. The ideal candidate will manage daily operations, enhance team performance, and drive quality customer interactions.

Applicants should have a minimum of three years in call center environments, with strong leadership and communication skills. A supportive work environment with multiple benefits and opportunities for career growth is provided.

Qualifications

• Minimum of 3 years of call center experience or 1 year in a management role.
• Proven leadership and staff development experience.
• Experience with call center tools and KPI/SLA management.

Responsibilities

• Lead and manage a team of 15-25 front-line agents handling inbound customer service calls.
• Monitor performance metrics and drive continuous improvement in productivity and quality.
• Collaborate with internal departments including QA, Training, IT, and Recruiting.

Skills

Communication skills

Leadership

Problem-solving

Time management

Organizational skills

Education

Associate’s degree or equivalent

Tools

Microsoft Office

Job description

MCI, a rapidly growing tech-enabled business services company in Wichita, Kansas, is seeking a Supervisor to lead a team of customer service agents. The ideal candidate will manage daily operations, enhance team performance, and drive quality customer interactions.

Applicants should have a minimum of three years in call center environments, with strong leadership and communication skills. A supportive work environment with multiple benefits and opportunities for career growth is provided.