Call Center Team Lead
Company: OneMCI
Location: Las Cruces
Posted on: January 21, 2023
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Job Description:
Las Cruces, NMFull-TimeHourly + Bonus$15.00 / hourLOCAL
REPRESENTATIVE: Paid Training, Paid Time Off, Medical, Dental,
Vision, Life Insurance, Retirement, Advancement Opportunity,
Flexible Schedules, Daily Contests, Prizes, Casual Dress Code,
Regular RaisesNo Resume Required, On-site InterviewCALL CENTER TEAM
LEADLooking to work for a fast growing company? Start your career
here at MCI. If you are a highly motivated individual andposses
excellent communication skills, we need your help in managing
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 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.-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. The
Customer Service Supervisor I position is responsible for ensuring
call quality from start to finish, andpro-actively seeks ways to
improve the internal processes and sales results
program-wide.Customer Service Supervisor II conduct regular
business meetings with representatives to complete performance
reviews and coaching to ensure maximum quality and production of
direct reports.Customer Service Sales Supervisor I work closely
with the Operations Manager, ensuring the overall adherence to
corporate policies and proceduresEssential DutiesLead a team of
15-25 entry-level front-line customer service agents responsible
for inbound call handling.Responsible for coaching and developing
reports on customer service processes and best practices.Manage
metrics, performance criteria, policies and procedures to improve
call center productivity continuouslyDrive a culture of
accountability, continuous improvement, and personal
excellenceDirects workforce management activities and sets
performance goals and objectives accordinglyDevelop and maintain
strategy on ensuring customer satisfaction on all service
interactionProvide team motivation and development to maximize
sales opportunitiesResponsible for the overall performance and
productivity of direct reportsResponsible for weekly payroll review
and submission to ensure correct entriesResponsible for driving the
growth of revenue and profit originating from a call centerProven
ability to meet performance, efficiency, and quality assurance
targetsMonitoring of individual and team results to identify and
act on both positive and negative performanceCommunicate key
messages effectively to ensure that direct reports are informed of
process changesProvide regular feedback to representatives
regarding performance wins and areas of opportunityWork 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 serviceDetermining
work procedures, preparing work schedules, and expediting
workflowResponsible for hiring, coaching and terminating call
center employeesBe a subject matter expert on your client's
businessManage remote employees as needed.Other duties and
responsibilities as assignedWONDER 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 QUALIFICATIONSMinimum of 3-years of total
call center experience or 1-year of call center management
experienceAssociatesdegree or equivalent combination of education
and relevant work experienceExceptional interpersonal &
communication skillsStrong supervisory experience including staff
developmentAdvancedknowledge of Microsoft Office including Outlook,
Excel, Word & PowerPointDemonstrated ability to drive sales through
the actions of othersSuperior knowledge of call center tools and
technology used to manage KPIs and SLAsPossess practical conflict
resolution skills (both customer and agent conflict)Proven leader
with advanced time management, planning, organizational and
multitasking skillsAbility and eagerness to learn new products and
systemAbility to work in a professional, fast-paced
environmentStrong understanding of the contact center environment
and the key levers to enhance performance and achieve client and
financial targetsClear, 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, find issues, and create and execute
solutions that address those issues.An ability to hold team members
accountable for job performance including adherence, KPI's, and
processThe 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
plusExperience managing both remote and on-site reports is a
plusMust be authorized to work in their country of residence (The
United States or Canada)Must be willing to submit up to a LEVEL II
background and/or security investigation with a fingerprint. Job
offers are contingent on background/security investigation
resultsMust be willing to submit to drug screening. Job offers are
contingent on drug screening results.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 BENEFITSMedical,
Dental, and Vision Coverage OptionsPaid Time-OffRegular
RaisesAdvancement OpportunityFun, Engaging Work EnvironmentCasual
Dress CodeCash and Prize ContestsThis 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, anddiscipline. 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). 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.Measures include
social distancing for those working on-site, frequent deep cleaning
and disinfecting of workstations and common areas, daily
contactless temperature checks for those essential employees
working on-site, travel policies limiting travel and mandatory
quarantine, reporting and quarantine processes and policies for
those exposed, and requesting masks to be worn when on-site
employees are not at their workstation.For more information on
MCI's response to COVID-19 please visit www.mci.world/covid-19.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.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.
Keywords: OneMCI, Las Cruces , Call Center Team Lead, Other , Las Cruces, New Mexico
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