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About the Role

The Call Center Sales Manager oversees all aspects of our call center team, ensuring an exceptional customer experience across all touch-points. This role involves managing supervisors to develop efficient operations, promote sales, and enhance customer service. The manager will work to continuously improve client metrics by providing leadership, direction, and motivation to the workforce.

Responsibilities

• Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives
• Coach 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 strategy for ensuring 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 performance trends
• Communicate key messages effectively to ensure direct reports are informed of process changes
• Provide regular feedback to supervisors regarding performance wins and areas of opportunity
• Collaborate with other departments, such as quality assurance, training, IT, and recruiting
• Develop and audit quality assurance strategies to ensure world-class service delivery
• Determine work procedures, prepare work schedules, and expedite workflow
• Hire, coach, and terminate call center employees
• Act as a subject matter expert on the client's business
• Manage remote employees as needed
• Perform other duties and responsibilities as assigned

Requirements

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data-entry utilizing a computer
• Ability to read and speak English fluently
• Have a wired, high-speed internet connection (Download speed of 20Mbps+)
• Excellent organizational, written, and oral communication skills
• Ability to type swiftly and accurately (20+ words a minute)
• Ability to work regularly scheduled shifts within our hours of operation including the training period
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer and Windows PC applications and ability to learn new and complex computer system applications
• Highly reliable with ability to maintain regular attendance and punctuality
• Ability to evaluate, troubleshoot, and follow-up on customer issues
• Aptitude for conflict resolution, problem solving, and negotiation
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• Ability to multi-task, stay focused, and self-manage
• Strong team orientation and customer focus
• Ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and ability to build relationships with team and customers
• One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment (Preferred)
• State or Federal work experience (Preferred)
• Must be authorized to work in the country where the job is based
• Subject to program and location requirements
• Willing to submit to a LEVEL II background and/or security investigation with fingerprint
• Willing to submit to drug screening

Skills

• Customer Service
• Sales
• Technical Support
• Leadership
• Team Management
• Performance Management
• Workforce Management
• Customer Satisfaction
• Conflict Resolution
• Problem Solving
• Negotiation
• Interpersonal Skills
• Communication Skills
• Organizational Skills
• Data Entry
• Microsoft Office Suite
• Computer Applications

Location

• Local
• On-site

Work Type

• Full-time
• On-site

Experience Level

• Call center operations management experience required
• One year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment (Preferred)

Education Level

• High school diploma or equivalent

About the Company

• MCI is a fast-growing tech-enabled business services company with a strong call center footprint and global operations.
• We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries.
• Our contact centers utilize on-site and remote agents with advanced technologies to enhance customer journeys, drive scalability, and reduce costs.
• MCI is committed to fostering an environment for career growth, continuous learning, and development.
• In 2019, MCI was named Iowa's Fastest Growing Company and the 452nd Fastest Growing Privately Company in the USA by Inc. Magazine.
• MCI's subsidiaries have appeared on Inc. Magazine's List of Fastest-Growing Companies 15 times.
• MCI has ten business process outsourcing service delivery facilities across the US, Canada, South Africa, and the Philippines.
• MCI drives modernization through digitalization, enabling clients to do more for less.
• MCI is the holding company for diverse tech-enabled business services operating companies, including ACCS, customer contact management, IT Services, and TAPS.
• MCI organically grows, acquires, and operates synergistic companies.
• MCI employs over 10,000 individuals across various brands including MCI BPO, MarketForce, GravisApps, OnBrand24, and others.

Equal Opportunity

• MCI embraces diversity and believes it benefits employees, the company, customers, and the community.
• All employment aspects are based solely on merit and qualifications.
• MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect.
• All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.
• MCI does not discriminate based on age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws.
• MCI will consider qualified applicants with criminal histories in accordance with local and federal requirements.
• MCI will not tolerate discrimination or harassment based on any protected characteristics.
• MCI adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.
• MCI provides reasonable accommodation to qualified employees with protected disabilities as required by applicable laws.