Customer Service Management Leader

6 days ago


Las Cruces, New Mexico, United States MCI Careers Full time
Job Overview

MCI Careers is seeking a highly skilled Customer Service Management Leader to join our team. As a key member of our organization, you will be responsible for leading a team of customer service agents and ensuring exceptional customer experiences.

About the Role

We are looking for an experienced leader who can motivate and develop their team members to achieve high levels of performance. Your primary focus will be on managing day-to-day operations, including coaching, mentoring, and developing strategies to improve call center productivity.

Responsibilities
  • Lead a team of customer service representatives and provide guidance and support to ensure excellent customer experiences.
  • Develop and implement strategies to improve call center metrics, such as first call resolution, average handle time, and customer satisfaction.
  • Coach and mentor team members to enhance their skills and knowledge, promoting professional growth and development.
  • Collaborate with other departments to ensure seamless communication and effective issue resolution.
  • Analyze data and metrics to identify areas for improvement and make informed decisions to drive business results.
Requirements

To be successful in this role, you will need:

  • A minimum of 3 years of experience in a leadership or management position, preferably in a call center environment.
  • Excellent communication and interpersonal skills, with the ability to motivate and inspire team members.
  • Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions.
  • Experience with call center software and technology, including CRM systems and quality monitoring tools.
What We Offer

We offer a competitive salary of $60,000 - $80,000 per year, depending on experience, plus a range of benefits, including medical, dental, and vision coverage, paid time off, and opportunities for professional growth and development.



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