Mass Markets ยท 2 months ago
Experienced Contact Center Supervisor
US-TX-Killeen
Full-time
Onsite
Mid, 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 our clients. They are seeking an Experienced Contact Center Supervisor to manage and support call center customer service agents, ensuring performance and success through effective leadership and coaching.
ConsultingInformation Technology
Responsibilities
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
Qualification
Required
Minimum of 3-years 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