On-Site Customer Service Supervisor I | Team Coach

MCI Careers

Killeen (TX)

On-site

USD 42,000 - 65,000

Full time

14 days+

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Benefits offered by this job

Paid Time Off

Health Benefits

Retirement Savings

Career Growth

Paid Training

Job summary

MCI is seeking a Customer Service Supervisor to lead a team of 15–25 inbound agents in an on-site Texas location. You will coach and develop staff, monitor KPIs, and collaborate with QA, Training, IT, and Recruiting to ensure top performance and client satisfaction.

The role emphasizes leadership, conflict resolution, and consistent coaching to improve overall service quality in a fast-paced environment.

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.

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.