Mass Markets · 5 months ago
Call Center Team Lead
Wichita, KS
Full-time
Onsite
Senior Level
3+ years expMCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of clients. They are seeking a Call Center Team Lead to manage and support a team of customer service agents, ensuring high performance and customer satisfaction across various projects.
ConsultingInformation Technology
Responsibilities
Lead and manage a team of 15–25 front-line agents handling inbound customer service calls
Coach and develop team members on service standards and best practices
Monitor performance metrics and drive continuous improvement in productivity and quality
Foster a culture of accountability, motivation, and personal excellence
Set performance goals and manage scheduling and workforce planning
Ensure customer satisfaction across all service interactions
Collaborate with internal departments including QA, Training, IT, and Recruiting
Provide regular feedback and performance reviews
Oversee payroll submissions and ensure accuracy
Support hiring, onboarding, coaching, and performance management
Manage remote employees as needed
Serve as a subject matter expert on client-specific operations
Qualification
Required
Minimum of 3 years of call center experience or 1 year in a management role
Associate's degree or equivalent combination of education and experience
Strong interpersonal and communication skills
Proven leadership and staff development experience
Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint)
Experience with call center tools and KPI/SLA management
Conflict resolution and problem-solving skills
Ability to thrive in a fast-paced, high-pressure environment
Strong organizational and time management skills
Clear, concise verbal and written communication
A proactive, solution-oriented mindset
Preferred
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
Benefits
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.
Company
Mass Markets
Leading America based business process outsourcing (BPO) provider specializing in customer service, inside sales and back-office.
501-1000 employees
Funding
Current Stage
Late StageRecent News
2025-06-24
Company data provided by crunchbase