Customer Service Supervisor

LOCATION

Wichita, KS

JOB TYPE

Full-Time

POSITION OVERVIEW

Job Title: Customer Service Supervisor

Job Type: Full Time

Location: Wichita, KS

 

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 seeking an experienced Customer Service Supervisor to oversee and coordinate the daily operations of our customer service team. This role is responsible for ensuring that customer inquiries and concerns are addressed promptly and efficiently, and that the team meets or exceeds performance targets. 

 

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.

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POSITION RESPONSIBILITIES

Key Tasks and Responsibilities:

• Supervise and lead a team of customer service representatives.
• Provide coaching, training, and mentoring to team members.
• Foster a positive and collaborative work environment.
• Ensure timely and accurate resolution of customer inquiries, issues, and complaints.
• Monitor and evaluate customer service interactions to maintain high-quality standards.
• Handle escalated customer concerns and find appropriate resolutions.
• Responsible for driving the growth of revenue and profit originating from a call center
• Monitor and analyze key performance indicators (KPIs) to assess team performance.
• Implement improvement plans as needed to achieve service level objectives.
• Identify areas for process improvement within the customer service workflow.
• Prepare regular reports on team performance, customer feedback, and key metrics.
• Ensure consistent and accurate communication with customers.
• Directs workforce management activities and sets performance goals and objectives accordingly
• Be a subject matter expert on your client's business
• Manage remote employees as needed.
• Other duties and responsibilities as assigned

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. 

• Minimum of 3-years total call center experience or 1-year 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
• 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

CONDITIONS OF EMPLOYMENT

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

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of thi