Senior Customer Care Team Lead

3 days ago


Tampa, Florida, United States MCI Careers Full time
Customer Care Supervisor Opportunity

At MCI Careers, we are seeking an experienced Senior Customer Care Supervisor to lead a team of customer service agents in a fast-paced call center environment.

About the Role

The Senior Customer Care Supervisor will be responsible for ensuring call quality, improving internal processes, and driving sales results. This role requires a proven leader with advanced time management, planning, organizational, and multitasking skills.

Key Responsibilities:
  • Lead a team of customer service agents responsible for inbound call handling.
  • Cook and develop reports on customer service processes and best practices.
  • Manage metrics, performance criteria, policies, and procedures to improve call center productivity.
  • Drive a culture of accountability, continuous improvement, and personal excellence.
  • Direct workforce management activities and set performance goals and objectives.
  • Develop and maintain a strategy to ensure customer satisfaction on all service interactions.
  • Provide team motivation and development to maximize sales opportunities.
Requirements:
  • Minimum of 3 years 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.
  • Advanced knowledge of Microsoft Office, including Outlook, Excel, Word, and PowerPoint.

We offer a competitive salary range of $55,000 - $70,000 per year, depending on experience, and a comprehensive benefits package.



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