Call Center Sales Supervisor

LOCATION

Sydney, NS

JOB TYPE

Full-Time

PAY TYPES

Salary + Bonus

BENEFITS & PERKS

MANAGEMENT: Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Company Cell Phone, Company Laptop, Advancement

APPLICATION DETAILS

No Resume Required, On-site Interview

POSITION OVERVIEW

Looking to work for a fast-growing company? Start your career here at MCI. If you are a highly motivated individual and possess excellent communication skills, we need your help in managing call center sales 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.

This is a management-level position. Prior experience in management, supervisor, or customer service leadership is highly preferred.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

WHAT DOES SOMEONE IN THIS ROLE DO?

Supervisors are responsible for the day-to-day activity and development of 15-25 representatives within a complex call center environment. In this role, you will ensure call quality from start to finish and proactively seek ways to improve internal processes and sales results program-wide. Supervisors conduct regular business meetings with representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports. You will also work closely with the Operations Manager, ensuring overall adherence to corporate policies and procedures.

Essential Duties

• Lead a team of 15-25 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.
• Oversee the overall performance and productivity of direct reports.
• Review and submit weekly payroll to ensure correct entries.
• Drive the growth of revenue and profit originating from a call center.
• Meet performance, efficiency, and quality assurance targets.
• Monitor individual and team results to identify and act on both positive and negative 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.
• Collaborate 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 professionally represent the organization internally and client-facing is a must. The right candidate will exhibit good business judgment and acumen and be comfortable collaborating with other departments and locations throughout the organization.

REQUIRED QUALIFICATIONS

• 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 & 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 the key levers to enhance performance and achieve client and financial targets.
• Clear, concise, and practical communication skills (both oral and written).
• A solution-oriented and positive mindset that openly embraces change and stretches goals.
• Strong organizational skills with an ability to prioritize objectives with little-to-no assistance.
• An ability to hold team members accountable for job performance including adherence, KPIs, and process.
• 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.

CONDITIONS OF EMPLOYMENT

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• 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.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We believe that hard work should pay off, so we make sure 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, so our employees make more each year.

Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly, and monthly incentives are part of the overall compensation our team members enjoy.

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance.

DISCLAIMER

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.

REGARDING COVID-19

As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.