Customer Service Leadership Role
7 days ago
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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