Mass Markets · 5 hours ago
Team Leader
LA Metro Area
Full-time
Onsite
Mid, Senior LevelMCI is one of the fastest-growing tech-enabled business services companies in the USA, specializing in customer experience and business process outsourcing. The Team Leader will lead a team of customer care professionals, ensuring high standards of service and driving sales growth while fostering a collaborative team culture.
ConsultingInformation Technology
Responsibilities
Lead and inspire a team of customer care, inbound/outbound, sales, and retention professionals
Provide guidance, coaching, and support to ensure individual and team success
Foster a positive and collaborative team culture that encourages innovation and continuous improvement
Establish clear performance expectations and key performance indicators (KPIs) for team members
Monitor and evaluate individual and team performance against set targets
Conduct regular performance reviews, provide constructive feedback, and address performance issues promptly
Ensure a high standard of customer care in all interactions, whether inbound, outbound, sales, or retention
Implement strategies to enhance customer satisfaction, loyalty, and retention
Address customer concerns and escalations in a timely and effective manner
Collaborate with the sales and retention teams to set and achieve revenue targets
Implement sales strategies to drive outbound sales and upselling opportunities
Develop and execute retention strategies to minimize customer churn
Oversee day-to-day operations to ensure efficiency, accuracy, and adherence to quality standards
Collaborate with other teams to streamline processes and enhance overall operational effectiveness
Implement best practices to improve service delivery and achieve operational excellence
Develop and implement training programs to enhance the skills and knowledge of team members
Provide ongoing coaching and support to facilitate professional growth and development
Stay informed about industry trends and customer care best practices
Generate and analyze performance reports to identify trends, areas for improvement, and opportunities for optimization
Present performance insights and recommendations to senior management
Qualification
Required
Must be 18 years of age or older
High school diploma or equivalent
Proven experience in a leadership role within a customer care, inbound/outbound, sales, or retention environment
Strong understanding of customer service dynamics and sales processes
Exceptional leadership and people management skills
Excellent communication and interpersonal abilities
Analytical mindset with the ability to make data-driven decisions
Proficiency in using relevant customer relationship management (CRM) tools
Benefits
HMO Coverage plus a dependent
Dental Coverage
Free meal during training
Career growth and learning
Allowances for rice, clothing, laundry and meals
Performance and loyalty bonuses
Frequent disinfection, fogging of workplace
Opportunities for growth and promotion
Employee shuttle services
Company retreats and off-site events
Sharpen your social skills while meeting awesome people and making new friends
Plus, more in-office rewards, raffles, recognition gifts, and treats!
Company
Mass Markets
Leading America based business process outsourcing (BPO) provider specializing in customer service, inside sales and back-office.
Founded in 2015
501-1000 employees
Funding
Current Stage
Late StageRecent News
2025-06-24
Company data provided by crunchbase