Customer Service Leadership Role

7 days ago


Savannah, Georgia, United States MCI Careers Full time

Job Overview:

MCI Careers is seeking a highly motivated and experienced Customer Service Leadership professional to join our team. As a Call Center Customer Service Supervisor, you will be responsible for leading a team of customer service representatives, ensuring excellent customer satisfaction, and driving business growth.

About the Role:

This is a management-level position that requires strong leadership, communication, and problem-solving skills. You will be responsible for coaching and developing your team members, managing metrics and performance criteria, and driving continuous improvement in call center productivity.

Key Responsibilities:

  • Lead a team of 15-25 customer service representatives, providing coaching, guidance, and support to ensure excellent customer satisfaction.
  • Manage metrics and performance criteria to drive continuous improvement in call center productivity.
  • Develop and implement strategies to improve customer satisfaction, reduce call abandonment rates, and increase first-call resolution.
  • Collaborate with other departments, such as quality assurance, training, and IT, to ensure seamless execution of business processes.
  • Conduct regular business meetings with representatives to complete performance reviews and coaching.
  • Work closely with the Operations Manager to ensure overall adherence to corporate policies and procedures.

Requirements:

  • Minimum of 3 years of total call center experience or 1 year of call center management experience.
  • Associate's degree or equivalent combination of education and relevant work experience.
  • Exceptional interpersonal and communication skills.
  • Strong supervisory experience, including staff development and coaching.
  • Advanced knowledge of Microsoft Office, including Outlook, Excel, Word, and 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.

Benefits:

MCI Careers offers a competitive salary range of $11.10-$16.10 per hour, depending on experience, as well as a comprehensive benefits package, including medical, dental, and vision coverage options, paid time-off, and regular raises based on tenure and performance.

Location:

This role is based in [location], with opportunities to work in a fast-paced, dynamic environment with a growing company.



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