Sales Supervisor I

MCI Careers; Wichita (KS); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

Incentives & Rewards

Paid Training

Career Growth Opportunities

Job summary

MCI Careers in Wichita, Kansas, is seeking an experienced Customer Service Supervisor to lead a team of inbound agents. The role demands a strong leader with a minimum of 3 years in a call center environment or 1 year in a supervisory capacity. Responsibilities include managing daily performance, improving service quality, and driving sales goals. The position offers competitive compensation and benefits, including health coverage and opportunities for career growth.

Qualifications

• Minimum of 3 years in a call center environment or 1 year in a supervisory role.
• Strong leadership and team development skills required.
• Ability to resolve conflicts and manage performance effectively.

Responsibilities

• Manage the day-to-day performance and development of 15–20 inbound agents.
• Monitor performance metrics and drive improvements in productivity and quality.
• Conduct regular coaching sessions and performance reviews.

Skills

Leadership

Communication

Problem-solving

Time management

Proficiency in Microsoft Office

Education

Associate's degree or equivalent work experience

Tools

Call center tools

Job description

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.

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.

We’re currently seeking experienced Customer Service Supervisors to lead teams supporting a variety of commercial and public sector clients. This is a full‑time, on‑site position requiring daily attendance at one of our physical contact center locations.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre‑employment test.

POSITION RESPONSIBILITIES

As a Sales Supervisor, you’ll manage the day‑to‑day performance and development of 15–20 inbound agents. You’ll be responsible for driving results, improving processes, and ensuring a high standard of service and sales performance. You’ll also work closely with the Call Center Operations Manager to ensure alignment with company policies and goals.

Key Responsibilities:

• Lead and coach a team of 15–20 inbound sales and service agents.
• Monitor performance metrics and drive improvements in productivity and quality.
• Conduct regular coaching sessions and performance reviews.
• Motivate the team to meet and exceed sales goals.
• Ensure accurate payroll submissions and adherence to scheduling.
• Collaborate with internal departments to support training, quality, and IT needs.
• Identify opportunities for process improvement and operational efficiency.
• Support hiring, onboarding, and performance management as needed.

CANDIDATE QUALIFICATIONS

The ideal candidate for this role will share and understand our high growth objectives. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent our company internally and client‑facing is a must. The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views. This position requires the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives.

• Associate’s degree or equivalent work experience.
• Minimum of 3 years in a call center environment or 1 year in a supervisory role.
• Strong leadership and team development skills.
• Excellent communication and interpersonal abilities.
• Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint).
• Experience with call center tools and KPI/SLA management.
• Ability to resolve conflicts and manage performance effectively.
• Strong organizational, time management, and multitasking skills.
• Eagerness to learn new systems and adapt in a fast‑paced environment.

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.

COMPENSATION DETAILS

At MCI, we believe that our hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience.

What You Can Expect from MCI:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars.
• Health Benefits: Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short‑term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance.
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team‑oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

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/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. 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.

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. 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.

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.

EQUAL OPPORTUNITY EMPLOYER

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.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all‑inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.