Mass Markets · 3 months ago
Call Center Supervisor
US-KS-Wichita
Full-time
Onsite
Entry, Mid Level
$30K/yr - $40K/yr
1+ 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 Supervisor to manage and support a team of customer service agents, focusing on performance management and operational excellence.
ConsultingInformation Technology
Responsibilities
Lead and manage a team of 15–25 entry-level customer service agents handling inbound calls
Coach and develop team members on service standards, processes, and best practices
Monitor and improve performance metrics, KPIs, and productivity benchmarks
Foster a culture of accountability, continuous improvement, and excellence
Oversee workforce management, including scheduling and goal setting
Develop strategies to ensure high levels of customer satisfaction
Motivate the team to identify and maximize sales opportunities
Review and submit weekly payroll to ensure accuracy
Drive revenue and profitability growth within the call center
Track and analyze team and individual performance to identify trends and improvement areas
Communicate updates and process changes clearly and effectively
Provide regular feedback and coaching to agents on performance and development
Collaborate with departments such as QA, Training, IT, and Recruiting
Implement and audit quality assurance strategies to maintain service excellence
Manage hiring, onboarding, coaching, and, when necessary, terminations
Serve as a subject matter expert on client-specific operations
Manage remote team members as needed
Perform additional duties as assigned
Qualification
Required
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 others
Superior knowledge of call center tools and technology used to manage KPIs and SLAs
Possess practical conflict resolution skills (both customer and agent conflict)
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 targets
Clear, 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 process
The ability to thrive in a fast-paced, ever-changing, and high-pressure environment
Preferred
Military, local, state or federal government experience is a plus
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
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