Customer Service Supervisor II

Position Overview

MCI is a leading tech‑enabled business services company with a strong call center footprint that serves healthcare, retail, government, education, telecom, technology e‑commerce, and financial services.

Position Responsibilities

• 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 improve call center productivity continuously.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Direct workforce management activities and set performance goals and objectives accordingly.
• Develop and maintain strategy to ensure customer satisfaction on all service interactions.
• Provide team motivation and development to maximize sales opportunities.
• Oversee...