CX Team Leader: Drive Customer Delight & Retention

Mass Markets; Los Angeles (CA); On-site; USD 90,000 - 140,000; Full time

Job summary

MCI is seeking a senior operations leader to steer a busy customer care and sales retention team in a fast-growing CX/BPO environment. You will coach staff, set performance targets, monitor results, and drive continuous improvement across inbound/outbound activities.

Strong leadership and data-driven decision skills are essential. The role emphasizes collaboration with sales, retention, and cross-functional teams to optimize service delivery and achieve operational excellence.

Qualifications

• Must be 18 years of age or older.
• High school diploma or equivalent.
• Proven leadership experience in customer care, inbound/outbound, sales, or retention.
• Strong understanding of customer service dynamics and sales processes.
• Excellent communication and interpersonal abilities.

Responsibilities

• Lead and inspire a team of customer care, inbound/outbound, sales, and retention professionals.
• Provide guidance, coaching, and support to ensure individual and team success.
• Establish clear performance expectations and KPIs for team members.
• Monitor and evaluate performance against targets and conduct regular reviews.
• Ensure high standards of customer care across all interactions and channels.
• Collaborate with sales and retention teams to meet revenue targets.
• Develop and execute training programs to enhance team skills and knowledge.

Skills

Leadership

Customer care

CRM skills

Communication

Data-driven decisions

Education

High school diploma or equivalent

Tools

CRM software

Job description

MCI is seeking a senior operations leader to steer a busy customer care and sales retention team in a fast-growing CX/BPO environment. You will coach staff, set performance targets, monitor results, and drive continuous improvement across inbound/outbound activities.

Strong leadership and data-driven decision skills are essential. The role emphasizes collaboration with sales, retention, and cross-functional teams to optimize service delivery and achieve operational excellence.