Customer Service Supervisor II

h2LOCATION/h2Las Cruces, NM h2POSITION OVERVIEW/h2 pMCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry./p p /p pOur employee development team is looking for experienced call center customer service supervisors to support commercial and public sector clients.  Supervisors in this role coach and develop a team of inbound customer service agents and are directly responsible for the performance of their team. /p p /p pCandidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic.  A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred.  /p p /p pThis is a full-time, local, on-site position and requires employees to report to work at one of our physical contact center locations./p p /p pemTo 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. /em/p h2--------------/h2 p_/p h2POSITION RESPONSIBILITIES/h2 pstrongemWHAT DOES SOMEONE IN THIS ROLE DO?/em/strong/p pSupervisors 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, and pro-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 procedures /p p /p pstrongKey Responsibilities:/strong/p ul liLead a team of 15-25 entry-level front-line customer service agents responsible for inbound call handling./li liResponsible for coaching and developing reports on customer service processes and best practices./li liManage metrics, performance criteria, policies and procedures to improve call center productivity continuously/li liDrive a culture of accountability, continuous improvement, and personal excellence/li liDirects workforce management activities and sets performance goals and objectives accordingly/li liDevelop and maintain strategy on ensuring customer satisfaction on all service interaction/li liProvide team motivation and development to maximize sales opportunities/li liResponsible for the overall performance and productivity of direct reports/li liResponsible for weekly payroll review and submission to ensure correct entries/li liResponsible for driving the growth of revenue and profit originating from a call center/li liProven ability to meet performance, efficiency, and quality assurance targets/li liMonitoring of individual and team results to identify and act on both positive and negative performance/li liCommunicate key messages effectively to ensure that direct reports are informed of process changes/li liProvide regular feedback to representatives regarding performance wins and areas of opportunity/li liWork with other departments in the organization, such as quality assurance, training, IT, and recruiting./li liDevelop and audit quality assurance strategies to ensure the delivery of world-class service/li liDetermining work procedures, preparing work schedules, and expediting workflow/li liResponsible for hiring, coaching and terminating call center employees/li liBe a subject matter expert on your client's business/li liManage remote employees as needed./li liOther duties and responsibilities as assigned/li /ul h2CANDIDATE QUALIFICATIONS/h2 pstrongWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? /strong/p pIt's about building relationships and turning the knowledge; you gain in training into customer wins.  Representatives make a difference to customers and the company, providing over-the-phone customer service, sales, and technical support.  We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. Ideal candidates for this position are highly motivated, energetic, and dedicated. /p p /p pstrongRequired/strong/p ul liMust be 18 years of age or older/li liHigh school diploma or equivalent/li liExperience with data-entry utilizing a computer/li liThe ability to read and speak English fluently/li liHave a wired, high-speed internet connection (Download speed of 20Mbps+)/li liExcellent organizational, written, and oral communication skills/li liThe ability to type swiftly and accurately (20+ words a minute)/li liAbility to work regularly scheduled shifts within our hours of operation including the training period.  /li liBasic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)/li liFamiliarity with computer and Windows PC applications and the ability to learn new and complex computer system applications/li liHighly reliable with the ability to maintain regular attendance and punctuality/li liThe ability to evaluate, troubleshoot, and follow-up on customer issues/li liAn aptitude for conflict resolution, problem solving and negotiation/li liMust be customer service oriented (empathetic, responsive, patient, and conscientious)/li liAbility to multi-task, stay focused, and self-manage/li liStrong team orientation and customer focus/li liThe ability to thrive in a fast-paced environment where change and ambiguity are prevalent/li liExcellent interpersonal skills and the ability to build relationships with your team and customers/li /ul pstrongPreferred (Not Required)/strong/p ul liOne (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment/li liState or Federal work experience/li /ul h2CONDITIONS OF EMPLOYMENT/h2 pstrongAll MCI Locations/strong/p ul liMust be authorized to work in the country where the job is based./li /ul pstrongSubject to the program and location of the position/strong/p ul liMust 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./li liMust be willing to submit to drug screening.  Job offers are contingent on drug screening results./li /ul h2COMPENSATION DETAILS/h2 pstrongWANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?/strong/p pAt MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members./p p /p pstrongWhat You Can Expect from MCI:/strongWe understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:/p ul listrongPaid Time Off/strong: Earn PTO and paid holidays to take the time you need./li listrongIncentives Rewards/strong: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!/li listrongHealth Benefits/strong: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location./li listrongRetirement Savings/strong: Secure your future with retirement savings programs, where available./li listrongDisability Insurance/strong: Short- and long-term disability coverage is available to help protect you during unexpected challenges./li listrongLife Insurance/strong: Access life insurance options to safeguard your loved ones./li listrongCareer Growth/strong: With a focus on internal promotions, employees enjoy significant advancement opportunities./li listrongPaid Training/strong: Learn new skills while earning a paycheck./li listrongFun, Engaging Work Environment/strong: Enjoy a team-oriented culture that fosters collaboration and engagement./li listrongCasual Dress Code/strong: Be comfortable while you work./li /ul pstrongCompensation Benefits that Fit Your Life/strongMCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued./p p /p pIf you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!/p h2PHYSICAL REQUIREMENTS/h2 pThis 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./p h2REASONABLE ACCOMMODATION/h2 pConsistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources./p h2DIVERSITY AND EQUALITY/h2 pemAt MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and 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, 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./em/p pem /em/p pemMCI 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 qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements./em/p pem /em/p pemMCI 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, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works./em/p h2ABOUT MCI (PARENT COMPANY)/h2 pMCI 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 ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.  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 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: MCI BPO, MCI BPOaaS, MarketForce,  GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua,  EastWest BPO, TeleTechnology, and Vinculum./p h2DISCLAIMER/h2 pThe 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 on your performance of the tasks listed in this job description./p p /p pThe employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason./p