Call Center Team Leader

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

 

We are looking for a motivated and results-driven Team Leader to oversee a team of call center agents. This role is essential in ensuring that performance standards are met, agents are effectively coached and developed, and operational efficiency is maintained. The ideal candidate will have strong leadership skills, excellent problem-solving abilities, and a deep understanding of call center operations.

 

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Oversee a team of call center agents, ensuring adherence to company policies and performance standards.
• Regularly evaluate individual and team performance using key metrics such as quality scores, average handle time (AHT), and customer satisfaction (CSAT).
• Provide ongoing training and development programs to enhance agent skills and knowledge.
• Offer guidance and support to team members to help them achieve their professional goals.
• Assign tasks and manage workloads to ensure smooth and efficient operations.
• Conduct quality audits and ensure that service standards are consistently met.
• Host regular team meetings to discuss performance, updates, and any operational issues.
• Collaborate with other departments and management to align with organizational goals.
• Handle escalated customer issues and provide effective solutions.
• Identify areas for operational improvements and implement changes to enhance efficiency and service quality.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

 

• High School Diploma
• 2-3 years of experience in a call center or customer service environment.
• Proven experience in a supervisory or team lead role.
• Strong understanding of key performance metrics such as AHT, CSAT, and First Call Resolution (FCR).
• In-depth knowledge of call center operations, processes, and best practices.
• Proficiency in call center software, CRM systems, and workforce management tools.
• Excellent verbal and written communication skills.
• Strong leadership abilities to inspire and motivate team members.
• Effective problem-solving skills to identify issues and implement solutions.
• Strong organizational and time-management skills to handle multiple priorities.
• Ability to build rapport and work collaboratively with team members and other departments.
• Adaptability to manage change and navigate a dynamic work environment.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

 

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

 

What You Can Expect from MCI:We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• 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 90 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- and long-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earn