Call Center Supervisor
Company: OneMCI
Location: Savannah
Posted on: June 25, 2022
Job Description:
CALL CENTER SUPERVISOR -Looking to work for a fast growing
company? Start your career here at MCI. -If you are a highly
motivated individual and posess excellent communication skills, we
need your help in managing 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 preferred. 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. The Customer Service Supervisor I position is
responsible for ensuring call quality from start to finish, and
-pro-actively seeks ways to improve the internal processes and
sales results program-wide. -Customer Service Supervisor II conduct
regular business meetings with representatives to complete
performance reviews and coaching to ensure maximum quality and
production of direct reports. -Customer Service Sales Supervisor I
work closely with the Operations Manager, ensuring the overall
adherence to corporate policies and procedures - -Essential
Duties
- 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
personal excellence
- 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
opportunities
- Responsible for the overall performance and productivity of
direct reports
- Responsible for weekly payroll review and submission to ensure
correct entries
- Responsible for driving the growth of revenue and profit
originating from a call center
- Proven ability to meet performance, efficiency, and quality
assurance targets
- 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
expediting workflow
- Responsible for hiring, coaching and terminating call center
employees
- 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. -REQUIRED QUALIFICATIONS
Minimum of 3-years of total call
center experience or 1-year of call center management
experienceAssociate's degree or equivalent combination of education
and relevant work experienceExceptional interpersonal &
communication skillsStrong supervisory experience including staff
developmentAdvanced -knowledge of Microsoft Office including
Outlook, Excel, Word & PowerPointDemonstrated ability to drive
sales through the actions of othersSuperior knowledge of call
center tools and technology used to manage KPIs and SLAsPossess
practical conflict resolution skills (both customer and agent
conflict)Proven leader with advanced time management, planning,
organizational and multitasking skillsAbility and eagerness to
learn new products and systemAbility to work in a professional,
fast-paced environmentStrong understanding of the contact center
environment and the key levers to enhance performance and achieve
client and financial targetsClear, concise and practical
communication skills (both oral and written)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 processThe ability to thrive in a fast-paced,
ever-changing, and high-pressure environment. -PREFERRED
QUALIFICATIONS:Military, local, state or federal government
experience is a plus.Graduation from an accredited two-year or
four-year college or university is a plusExperience managing both
remote and on-site reports is a plusMust 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 resultsMust 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
OptionsPaid Time-OffRegular RaisesAdvancement OpportunityFun,
Engaging Work EnvironmentCasual Dress CodeCash 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 Resources.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 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, it is the policy of MCI to provide reasonable
accommodation to qualified employees who have protected
disabilities to the extent required by applicable laws,
regulations, and ordinances where an employee works.MCI helps
customers take on their CX and DX challenges differently, creating
industry-leading solutions that deliver exceptional experiences and
drive optimal performance. MCI assists companies with business
process outsourcing, staff augmentation, contact center customer
services, and IT Services needs by providing general and
specialized hosting, software, staff, and services. -In 2019
Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's
Fastest Growing Company in the State of Iowa and was named the
452nd F
Keywords: OneMCI, Savannah , Call Center Supervisor, Other , Savannah, Georgia
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