Call Center Team Lead
Company: MCI Careers
Location: Melbourne
Posted on: June 25, 2022
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Job Description:
POSITION OVERVIEW:CALL CENTER TEAM LEADLooking to work for a
fast growing company? Start your career here at MCI.If you are a
highly motivated individual and posses excellent communication
skills, we need your help in managing customer service agents.
While your team operate the phone for a variety of commercial,
state, and federal projects, you will assist and support them with
your leadership and expertise. As the team coach and leader, you
will be directly responsible for the performance and success of
your team.This is a management-level position. Prior experience in
management, supervisor, or customer service leadership is
preferred. 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?Supervisors are
responsible for the day-to-day activity and development of 15-25
representatives within a complex call center environment. The
Customer Service Supervisor I 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.
Customer Service Supervisor II conduct regular business meetings
with representatives to complete performance reviews and coaching
to ensure maximum quality and production of direct reports.
Customer Service Sales Supervisor I work closely with the
Operations Manager, ensuring the overall adherence to corporate
policies and proceduresEssential DutiesLead a team of 15-25
entry-level front-line customer service agents responsible for
inbound 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 continuouslyDrive a culture of
accountability, continuous improvement, and personal
excellenceDirects workforce management activities and sets
performance goals and objectives accordinglyDevelop and maintain
strategy on ensuring customer satisfaction on all service
interactionProvide team motivation and development to maximize
sales opportunitiesResponsible for the overall performance and
productivity of direct reportsResponsible for weekly payroll review
and submission to ensure correct entriesResponsible for driving the
growth of revenue and profit originating from a call centerProven
ability to meet performance, efficiency, and quality assurance
targetsMonitoring of individual and team results to identify and
act on both positive and negative performanceCommunicate key
messages effectively to ensure that direct reports are informed of
process changesProvide regular feedback to representatives
regarding performance wins and areas of opportunityWork 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 serviceDetermining
work procedures, preparing work schedules, and expediting
workflowResponsible for hiring, coaching and terminating call
center employeesBe a subject matter expert on your client's
businessManage remote employees as needed.Other duties and
responsibilities as assignedCANDIDATE QUALIFICATIONS:WONDER IF YOU
ARE A GOOD FIT FOR THIS POSITION?The ideal candidate would share
and understand the high-growth objectives of the company. This
position requires an advanced degree of leadership, creative
thinking, and dedication to people. The ability to professionally
represent the organization internally and client-facing is a must.
The right candidate will exhibit good business judgment and acumen
and be comfortable collaborating with other departments and
locations throughout the organization.REQUIRED
QUALIFICATIONSMinimum of 3-years of total call center experience or
1-year of call center management experienceAssociates degree or
equivalent combination of education and relevant work
experienceExceptional interpersonal & communication skillsStrong
supervisory experience including staff developmentAdvanced
knowledge of Microsoft Office including Outlook, Excel, Word &
PowerPointDemonstrated ability to drive sales through the actions
of othersSuperior knowledge of call center tools and technology
used to manage KPIs and SLAsPossess practical conflict resolution
skills (both customer and agent conflict)Proven leader with
advanced time management, planning, organizational and multitasking
skillsAbility and eagerness to learn new products and systemAbility
to work in a professional, fast-paced environmentStrong
understanding of the contact center environment and the key levers
to enhance performance and achieve client and financial
targetsClear, 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 processThe
ability to thrive in a fast-paced, ever-changing, and high-pressure
environment.PREFERRED QUALIFICATIONS:Military, local, state or
federal government experience is a plus.Graduation from an
accredited two-year or four-year college or university is a
plusExperience managing both remote and on-site reports is a
plusCONDITIONS OF EMPLOYMENT:Must be authorized to work in their
country of residence (The United States or Canada)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 resultsMust 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 believe that hard work should pay off, so we make
sure that our compensation and total rewards are competitive.
Standard starting compensation is commensurate with experience.
Regular reviews and raises are awarded based on tenure and
performance, so our employees make more each year.Employees earn
paid time off as well as paid holidays and paid training
opportunities. Regular daily, weekly and monthly incentives are
part of the overall compensation our team members enjoy and include
monetary incentive and prizes such as computers, tablets, phones,
TV's, trips, tickets, and even cars. In addition to our standard
group benefits offering for full-time employees following 90-days
of employment, all employees are eligible to opt for our MEC
medical plan after only 30-days of employment. Benefits options and
plans vary slightly by location.JUST A FEW OF THE BENEFITSMedical,
Dental, and Vision Coverage OptionsPaid Time-OffRegular
RaisesAdvancement OpportunityFun, Engaging Work EnvironmentCasual
Dress CodeCash and Prize ContestsPHYSICAL 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.REASONABLE
ACCOMMODATION:Consistent with the Americans with Disabilities Act
(ADA) it is the policy of MCI and affiliates to provide reasonable
accommodation when requested by a qualified applicant or employee
with a disability unless such accommodation would cause undue
hardship. The policy regarding requests for reasonable
accommodation applies to all aspects of employment. If reasonable
accommodation is needed, please contact Kate Murph, Vice President
of Human Resources.DIVERSITY AND EQUALITY:At MCI and its
subsidiaries, we embrace differences and believe diversity is a
benefit to our employees, our company, our customers, and our
community. All aspects of employment at MCI are based solely on a
person's merit and qualifications. MCI maintains a work environment
free from discrimination, one where employees are treated with
dignity and respect. All employees share in the responsibility for
fulfilling MCI's commitment to a diverse and equal opportunity work
environment.MCI does not discriminate against any employee or
applicant on the basis of age, ancestry, color, family or medical
care leave, gender identity or expression, genetic information,
marital status, medical condition, national origin, physical or
mental disability, political affiliation, protected veteran status,
race, religion, sex (including pregnancy), sexual orientation, or
any other characteristic protected by applicable laws, regulations,
and ordinances. MCI will consider for employment qualified
applicants with criminal histories in a manner consistent with
local and federal requirements.MCI will not tolerate discrimination
or harassment based on any of these characteristics. We adhere to
these principles in all aspects of employment, including
recruitment, hiring, training, compensation, promotion, benefits,
social and recreational programs, and discipline. In addition, it
is the policy of MCI to provide reasonable accommodation to
qualified employees who have protected disabilities to the extent
required by applicable laws, regulations, and ordinances where an
employee works.ABOUT MCI (PARENT COMPANY):MCI helps customers take
on their CX and DX challenges differently, creating
industry-leading solutions that deliver exceptional experiences and
drive optimal performance. MCI assists companies with business
process outsourcing, staff augmentation, contact center customer
services, and IT Services needs by providing general and
specialized hosting, software, staff, and services.In 2019 Marlowe
Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest
Growing Company in the State of Iowa and was named the 452nd
Fastest Growing Privately Company in the USA, making the coveted
top 500 for the first time. MCI's subsidiaries had previously made
Inc. Magazine's List of Fastest-Growing Companies 15 times
respectively. MCI has fifteen business process outsourcing service
delivery facilities in Iowa, Georgia, Florida, Texas,
Massachusetts, New Hampshire, South Dakota, New Mexico, California,
Kansas, and Nova Scotia.Driving modernization through
digitalization, MCI ensures clients do more for less. MCI is the
holding company for a diverse lineup of tech-enabled business
services operating companies. MCI organically grows, acquires, and
operates companies that have a synergistic products and services
portfolios, including but not limited to Automated Contact Center
Solutions (ACCS), customer contact management, IT Services (IT
Schedule 70), and Temporary and Administrative Professional
Staffing (TAPS Schedule 736), Business Process Management (BPM),
Business Process Outsourcing (BPO), Claims Processing, Collections,
Customer Experience Provider (CXP), Customer Service, Digital
Experience Provider (DXP), Account Receivables Management (ARM),
Application Software Development, Managed Services, and Technology
Services, to mid-market, Federal & enterprise partners. MCI now
employs 10,000+ talented individuals with 150+ diverse North
American client partners across the following MCI brands:
GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney
Call Center, OnBrand24, and Valor Intelligent Processing
(VIP).REGARDING COVID-19:As an employer supporting critical
Federal, State, Provincial, and Commercial clients, we have taken
steps to ensure that we remain operational while taking every
precaution possible to prevent the spread of COVID-19 and keep our
employees safe.Measures include social distancing for those working
on-site, frequent deep cleaning and disinfecting of workstations
and common areas, daily contactless temperature checks for those
essential employees working on-site, travel policies limiting
travel and mandatory quarantine, reporting and quarantine processes
and policies for those exposed, and requesting masks to be worn
when on-site employees are not at their workstation.For more
information on MCI's response to COVID-19 please visit
www.mci.world/covid-19.DISCLAIMER:The purpose of the above job
description is to provide potential candidates with a general
overview of the role. It's not an all-inclusive list of the duties,
responsibilities, skills, and qualifications required for the job.
You may be asked by your supervisors or managers to perform other
duties. You will be evaluated in part based upon your performance
of the tasks listed in this job description.The employer has the
right to revise this job description at any time. This job
description is not a contract for employment, and either you or the
employer may terminate employment at any time, for any
reason.DISCLAIMER:The purpose of the above job description is to
provide potential candidates with a general overview of the role.
It's not an all-inclusive list of the duties, responsibilities,
skills, and qualifications required for the job. You may be asked
by your supervisors or managers to perform other duties. You will
be evaluated in part based upon your performance of the tasks
listed in this job description.The employer has the right to revise
this job description at any time. This job description is not a
contract for employment, and either you or the employer may
terminate employment at any time, for any reason.
Keywords: MCI Careers, Melbourne , Call Center Team Lead, Other , Melbourne, Florida
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