Call Center Team Lead

3 weeks ago

Wichita, United States Mass Markets Full time

Mass Markets Call Center Team Lead - Wichita, Kansas Looking to work for a fast-growing company? Start your career here at MCI. If you are a highly motivated individual with excellent communication skills, we need your help in managing customer service agents. While your team operates 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. SALARY $15.00 / hour POSITION RESPONSIBILITIES WHAT DOES SOMEONE IN THIS ROLE DO? Supervise the day-to-day activity and development of 15-25 representatives within a complex call center environment. Ensure call quality from start to finish and proactively seek ways to improve internal processes and sales results program-wide. Conduct regular business meetings with representatives to complete performance reviews and coaching. Lead a team of entry-level front-line customer service agents responsible for inbound call handling. Coach and develop reports on customer service processes and best practices. Manage metrics, performance criteria, policies, and procedures to continuously improve call center productivity. Drive a culture of accountability, continuous improvement, and personal excellence. Direct workforce management activities and set performance goals and objectives accordingly. Develop and maintain strategies to ensure customer satisfaction on all service interactions. Provide team motivation and development to maximize sales opportunities. Responsible for overall performance and productivity of direct reports. Review and submit weekly payroll to ensure correct entries. Drive growth in revenue and profit originating from a call center. Monitor individual and team results to identify and act on 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. Determine work procedures, prepare work schedules, and expedite workflow. Responsible for hiring, coaching, and terminating call center employees. 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? The ideal candidate would share and understand the high-growth objectives of the company. This position requires advanced leadership, creative thinking, and dedication to people. The ability to represent the organization professionally is a must. REQUIRED QUALIFICATIONS Minimum of 3 years of total call center experience or 1 year of call center management experience. Associates 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. Demonstrated ability to drive sales through the actions of others. Superior knowledge of call center tools and technology used to manage KPIs and SLAs. 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 systems. Ability to work in a professional, fast-paced environment. Strong understanding of the contact center environment and key levers to enhance performance. Clear, concise, and practical communication skills (both oral and written). A solution-oriented and positive mindset that embraces change. Strong organizational skills with the ability to prioritize objectives. An ability to hold team members accountable for job performance. The 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 plus. Experience managing both remote and on-site reports is a plus. COMPENSATION DETAILS WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? We believe that hard work should pay off, so we ensure 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. JUST A FEW OF THE BENEFITS Medical, Dental, and Vision Coverage Options. Paid Time-Off. Casual Dress Code. Cash and Prize Contests. PHYSICAL REQUIREMENTS This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. CONDITIONS OF EMPLOYMENT Must be authorized to work in their country of residence (The United States or Canada). Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results. REASONABLE ACCOMMODATION Consistent with the Americans with Disabilities Act (ADA), MCI provides reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. EQUAL OPPORTUNITY EMPLOYER At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. JOB DESCRIPTION PURPOSE 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. #J-18808-Ljbffr

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