Call Center Customer Service Supervisor
Company: MCI Careers
Location: West Des Moines
Posted on: July 26, 2022
LOCATION: W. Des Moines, IA JOB TYPE: Full-Time PAY TYPES:
Salary + Bonus SALARY: $30000 - $40000 / year BENEFITS & PERKS:
MANAGEMENT: Paid Time Off, Medical, Dental, Vision, Life Insurance,
Retirement, Company Cell Phone, Company Laptop, Advancement
APPLICATION DETAILS: No Resume Required, On-site Interview POSITION
Looking to work for a fast growing company? Start your career here
If you are a highly motivated individual and posses excellent
communication skills, we need your help in managing call center
customer service agents. While your team operate the phone for a
variety of commercial, state, and federal projects, you will assist
and support them with your leadership and expertise. As the team
coach and leader, you will be directly responsible for the
performance and success of your team.
This is a management-level position. Prior experience in
management, supervisor, or customer service leadership is highly
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.
WHAT DOES SOMEONE IN THIS ROLE DO?
Supervisors are responsible for the day-to-day activity and
development of 15-25 representatives within a complex call center
environment. In this role, you will be responsible for ensuring
call quality from start to finish, and pro-actively seeks ways to
improve the internal processes and sales results program-wide.
Supervisors conduct regular business meetings with representatives
to complete performance reviews and coaching to ensure maximum
quality and production of direct reports. You will also work
closely with the Operations Manager, ensuring the overall adherence
to corporate policies and procedures
Lead a team of 15-25 entry-level front-line customer service agents
responsible for inbound call handling.
Responsible for coaching and developing reports on customer service
processes and best practices.
Manage metrics, performance criteria, policies and procedures to
improve call center productivity continuously
Drive a culture of accountability, continuous improvement, and
Directs workforce management activities and sets performance goals
and objectives accordingly
Develop and maintain strategy on ensuring customer satisfaction on
all service interaction
Provide team motivation and development to maximize sales
Responsible for the overall performance and productivity of direct
Responsible for weekly payroll review and submission to ensure
Responsible for driving the growth of revenue and profit
originating from a call center
Proven ability to meet performance, efficiency, and quality
Monitoring of individual and team results to identify and act on
both positive and negative performance
Communicate key messages effectively to ensure that direct reports
are informed of process changes
Provide regular feedback to representatives regarding performance
wins and areas of opportunity
Work with other departments in the organization, such as quality
assurance, training, IT, and recruiting.
Develop and audit quality assurance strategies to ensure the
delivery of world-class service
Determining work procedures, preparing work schedules, and
Responsible for hiring, coaching and terminating call center
Be a subject matter expert on your client's business
Manage remote employees as needed.
Other duties and responsibilities as assigned
WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?
The ideal candidate would share and understand the high-growth
objectives of the company. This position requires an advanced
degree of leadership, creative thinking, and dedication to people.
The ability to professionally represent the organization internally
and client-facing is a must. The right candidate will exhibit good
business judgment and acumen and be comfortable collaborating with
other departments and locations throughout the organization.
Minimum of 3-years of total call center experience or 1-year of
call center management experience
Associate's degree or equivalent combination of education and
relevant work experience
Exceptional interpersonal & communication skills
Strong supervisory experience including staff development
Advanced knowledge of Microsoft Office including Outlook, Excel,
Word & PowerPoint
Demonstrated ability to drive sales through the actions of
Superior knowledge of call center tools and technology used to
manage KPIs and SLAs
Possess practical conflict resolution skills (both customer and
Proven leader with advanced time management, planning,
organizational and multitasking skills
Ability and eagerness to learn new products and system
Ability to work in a professional, fast-paced environment
Strong understanding of the contact center environment and the key
levers to enhance performance and achieve client and financial
Clear, concise and practical communication skills (both oral and
A solution-oriented and positive mindset that openly embraces
change and stretches goals.
Strong organizational skills with an ability to prioritize
objectives with little-to-no assistance, find issues, and create
and execute solutions that address those issues.
An ability to hold team members accountable for job performance
including adherence, KPI's, and process
The ability to thrive in a fast-paced, ever-changing, and
Military, local, state or federal government experience is a
Graduation from an accredited two-year or four-year college or
university is a plus
Experience managing both remote and on-site reports is a plus
CONDITIONS OF EMPLOYMENT:
Must be authorized to work in their country of residence (The
United States or Canada)
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.
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?
We believe that hard work should pay off, so we make sure that our
compensation and total rewards are competitive. Standard starting
compensation is commensurate with experience. Regular reviews and
raises are awarded based on tenure and performance, so our
employees make more each year.
Employees earn paid time off as well as paid holidays and paid
training opportunities. Regular daily, weekly and monthly
incentives are part of the overall compensation our team members
enjoy and include monetary incentive and prizes such as computers,
tablets, phones, TV s, trips, tickets, and even cars. In addition
to our standard group benefits offering for full-time employees
following 90-days of employment, all employees are eligible to opt
for our MEC medical plan after only 30-days of employment. Benefits
options and plans vary slightly by location.
JUST A FEW OF THE BENEFITS
Medical, Dental, and Vision Coverage Options
Fun, Engaging Work Environment
Casual Dress Code
Cash and Prize Contests
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.
Consistent with the Americans with Disabilities Act (ADA) it is the
policy of MCI and affiliates to provide reasonable accommodation
when requested by a qualified applicant or employee with a
disability unless such accommodation would cause undue hardship.
The policy regarding requests for reasonable accommodation applies
to all aspects of employment. If reasonable accommodation is
needed, please contact Kate Murph, Vice President of Human
DIVERSITY AND EQUALITY:
At MCI and its subsidiaries, we embrace differences and believe
diversity is a benefit to our employees, our company, our
customers, and our 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, one where employees
are treated with dignity and respect. All employees share in the
responsibility 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 for employment qualified applicants
with criminal histories in a manner consistent with local and
..... click apply for full job details
Keywords: MCI Careers, West Des Moines , Call Center Customer Service Supervisor, Hospitality & Tourism , West Des Moines, Iowa
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