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Looking to work for a fast growing company? Start your career here at MCI.
If you are a highly motivated individual and posses excellent communication skills, we need your help in managing call center customer service agents. While your team operate 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 required.
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.
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WHAT DOES SOMEONE IN THIS ROLE DO?
Contact Center 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 be responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the 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 the overall adherence to corporate policies and procedures
Essential Duties
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 an advanced degree of 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
PREFERRED QUALIFICATIONS:
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 and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. Benefits options and plans vary slightly by location.
JUST A FEW OF THE BENEFITS
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. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources.
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.
MCI does not discriminate against any employee or applicant on the basis of 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, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.
MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.
MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.
In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times respectively. MCI has fifteen business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Texas, Massachusetts, New Hampshire, South Dakota, New Mexico, California, Kansas, and Nova Scotia.
Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have a synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000 talented individuals with 150 diverse North American client partners across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP).
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. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.
Full Time
$42k-54k (estimate)
12/23/2023
09/21/2025
The job skills required for Experienced Contact Center Supervisor include Call Center, Customer Service, Leadership, Coaching, Continuous Improvement, Planning, etc. Having related job skills and expertise will give you an advantage when applying to be an Experienced Contact Center Supervisor. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Experienced Contact Center Supervisor. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Experienced Contact Center Supervisor positions, which can be used as a reference in future career path planning. As an Experienced Contact Center Supervisor, it can be promoted into senior positions as an Inbound Contact Center Senior Supervisor that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Experienced Contact Center Supervisor. You can explore the career advancement for an Experienced Contact Center Supervisor below and select your interested title to get hiring information.
If you are interested in becoming a Contact Center Supervisor, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Contact Center Supervisor for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Contact Center Supervisor job description and responsibilities
The Call Center Supervisor provides supervision and training to the call center staff.
05/02/2022: Danbury, CT
The supervisor handles customers with unusual requests or customers who are unhappy with products, services or the efforts of the agent.
03/23/2022: Lebanon, PA
A Call Center Supervisor organizes and directs the call center staff, assesses their performance and provides feedback as needed.
03/04/2022: Beaumont, TX
A contact center supervisor oversees the day to day performance of contact center representatives .
05/07/2022: Salisbury, NC
Ensure agents understand and comply with all call center objectives, performance standards, and policies.
03/01/2022: Salisbury, NC
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Contact Center Supervisor jobs
Supervisors must define goals, communicate objectives and monitor team performance.
02/11/2022: Sacramento, CA
Be a social leader to foster optimism and promote culture change.
03/18/2022: Pine Bluff, AR
Ensure Proper Scheduling For Effective Call Center Management.
03/24/2022: Knoxville, TN
Like agents, call center managers require specialized training to meet the unique demands of the job.
05/04/2022: San Jose, CA
Proficient call center supervisors have certain qualities that help them carry out the above discussed responsibilities with ease.
02/24/2022: Bremerton, WA
Step 3: View the best colleges and universities for Contact Center Supervisor.