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.

STANDARD 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.

CONDITIONS

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.  Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening.  Job offers are contingent on drug screening results. (Does not apply in Canada)

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

COMPENSATION, BENEFITS, INCENTIVES, AND REWARDS

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.