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