Team Lead, Customer Experience Coach

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

Benefits offered by this job

Paid Time Off

Incentives & Rewards

Health Benefits

Retirement Savings

Disability Insurance

Life Insurance

Career Growth

Paid Training

Fun Work Environment

Job summary

MCI in Wichita, Kansas, is seeking a Team Lead to provide daily leadership and support to frontline Specialists. You will ensure the team meets operational targets and delivers exceptional customer experiences.

The ideal candidate will have 2 years of experience in a contact center, with a strong coaching background and familiarity with key performance metrics. You must be authorized to work in the U.S. and willing to undergo background checks.

Qualifications

• Minimum of 2 years in a contact center with prior leadership experience.
• Proven coaching and mentoring skills with measurable results.
• Strong understanding of call center metrics.

Responsibilities

• Provide daily leadership and support to a team of 12 agents.
• Handle customer inquiries personally for at least 5% of work time.
• Deliver real-time coaching and feedback.

Skills

Leadership

Coaching and mentoring

Call center metrics understanding

Conflict resolution

Organizational skills

Education

2 years in contact center environment

Tools

CRM platforms

Workforce tools

Job description

MCI in Wichita, Kansas, is seeking a Team Lead to provide daily leadership and support to frontline Specialists. You will ensure the team meets operational targets and delivers exceptional customer experiences.

The ideal candidate will have 2 years of experience in a contact center, with a strong coaching background and familiarity with key performance metrics. You must be authorized to work in the U.S. and willing to undergo background checks.