Call Center Contact Tracing Supervisor

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.  

 

 

We are seeking experienced Contact Tracing Supervisors to join our dynamic contact center team, supporting both commercial and public sector clients. In this role, you will be responsible for leading a team of 15–25 Contact Tracing Representatives, ensuring exceptional performance, adherence to operational processes, and the delivery of high-quality customer interactions.

As a Contact Tracing Supervisor, you will oversee the day-to-day management of your team, including attendance, productivity, quality assurance, coaching, and performance management. You will monitor key performance indicators (KPIs), provide ongoing feedback and development opportunities, and ensure compliance with client requirements, company policies, and regulatory standards. Your leadership will be instrumental in maintaining a motivated, engaged, and high-performing team while achieving operational objectives.

The ideal candidate will have previous supervisory experience in a contact center environment, strong leadership and coaching skills, excellent communication abilities, and a proven track record of driving team performance. You should be highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment while maintaining a strong focus on customer service and operational excellence.

This is a full-time, onsite position that requires employees to report daily to one of our physical contact center locations.

 

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

WHAT DOES SOMEONE IN THIS ROLE DO?

The Customer Service Supervisor position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and sales results program wide. The Customer Service Supervisor conducts regular business meetings with representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports. A Customer Service Supervisor works closely with the Operations Manager, ensuring the overall adherence to corporate policies and procedures 

 

Key Responsibilities:

• Lead a team of 15-25 entry-level front-line customer service agents responsible for inbound and outbound call handling.
• Responsible for coaching and developing reports on customer service processes and best practices.
• Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
• Drive a culture of accountability, continuous improvement, and personal excellence
• Directs workforce management activities and sets performance goals and objectives accordingly
• Develop and maintain strategy on ensuring customer satisfaction on all service interaction
• Provide team motivation and development to maximize sales opportunities
• Responsible for the overall performance and productivity of direct reports
• Responsible for weekly payroll review and submission to ensure correct entries
• Responsible for driving the growth of revenue and profit originating from a call center
• Proven ability to meet performance, efficiency, and quality assurance targets
• Monitoring of individual and team results to identify and act on both positive and negative performance
• Communicate key messages effectively to ensure that direct reports are informed of process changes
• Provide regular feedback to representatives regarding performance wins and areas of opportunity
• Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
• Develop and audit quality assurance strategies to ensure the delivery of world-class service
• Determining work p