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MCI · 5 months ago

Call Center Customer Service Manager

Garden City, SC

Full-time

Onsite

Entry, Mid Level

2+ years exp

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions. They are seeking a highly skilled and motivated Call Center Customer Service Manager to lead a team of supervisors and drive performance across customer service and sales operations.

Business Information Systems

Responsibilities

Lead and manage 5–10 call center supervisors overseeing inbound and outbound teams

Coach and develop supervisors on customer service best practices and performance management

Monitor and improve call center metrics, productivity, and service quality

Foster a culture of accountability, continuous improvement, and excellence

Oversee workforce management and set clear performance goals

Develop strategies to enhance customer satisfaction across all service interactions

Motivate teams to maximize sales opportunities and meet revenue targets

Ensure accurate and timely payroll review and submission

Track and analyze individual and team performance, addressing both strengths and areas for improvement

Communicate process updates and key messages effectively to supervisors

Collaborate with departments such as Quality Assurance, Training, IT, and Recruiting

Design and audit quality assurance strategies to ensure top-tier service delivery

Manage hiring, coaching, and termination processes for call center staff

Serve as a subject matter expert on client-specific operations

Manage employees as needed

Perform other duties as assigned

Qualification

Call center operations managementCustomer service managementPerformance managementMicrosoft OfficeData entry skillsTeam orientationFluent in EnglishOrganizational skillsVerbal communicationWritten communicationConflict resolutionProblem-solving skillsNegotiation skillsInterpersonal skills