at Mass Markets in Wichita, Kansas, United States
Job Description
POSITION OVERVIEW
MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. TheCall Center Sales Manageris responsible for leading and optimizing all aspects of call center sales operations. This role focuses on driving revenue growth, enhancing customer experiences across all communication channels, and ensuring the successful achievement of sales and performance objectives. As a key operational leader, you will manage and develop a team of supervisors, fostering a high-performance culture focused on sales excellence, customer satisfaction, and operational efficiency. You will provide strategic direction, coaching, and motivation to ensure teams consistently meet and exceed client expectations, sales targets, and key performance indicators (KPIs). The ideal candidate is an experienced and results-driven leader with strong organizational skills, a passion for developing people, and a proven ability to manage large-scale call center operations. Previous experience in sales-focused contact center environments is essential, while experience in customer service, technical support, or back-office operations will be advantageous. This is a full-time, on-site position that requires employees to work from one of our physical contact center locations. 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? Operations managers are responsible for the day-to-day activity and development of 5-10 supervisors within a complex call center environment. The Operations Manager position is responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and results program-wide. Operations managers conduct regular business meetings with supervisor to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Operations Managers work closely with the site director and client account managers to ensure adherence to corporate policies and procedures and the health of the account. Key Responsibilities:+ Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives
+ 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 continuously
+ Drive a culture of accountability, continuous improvement, and personal excellence
+ Directs workforce management activities and sets performance goals and objectives accordingly
+ Develop and maintain strategy on ensuring customer satisfaction on all service interaction
+ Provide team motivation and development to maximize sales opportunities
+ Responsible for the overall performance and productivity of direct reports
+ Responsible for weekly payroll review and submission to ensure correct entries
+ Responsible for driving the growth of revenue and profit originating from a call center
+ Proven ability to meet performance, efficiency, and quality assurance targets
+ Monitoring of 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 supervisors regarding performance wins and areas of opportunity
+ Work 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
+ Determining work procedures, preparing work schedules, and expediting 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? All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:+ Must be 18 years of age or older
+ High school diploma or equivalent
+ Experience with data-entry utilizing a computer
+ The 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
+ The 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 the ability to learn new and complex computer system applications
+ Highly reliable with the ability to maintain regular attendance and punctuality
+ The ability to evaluate, troubleshoot, and follow-up on customer issues
+ An aptitude for conflict resolution, problem solving and negotiation
+ Must be customer service oriented (empathetic, responsive, patient, and conscientious)
+ Ability to multi-task, stay focused, and self-manage
+ Strong team orientation and customer focus
+ The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
+ Excellent interpersonal skills and the ability to build relationships with your team and customers
Preferred (Not Required)+ One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
+ State or Federal work experience
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. 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.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 up 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.
REASONABLE ACCOMMODATION
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