POSITION OVERVIEW MCI USA BPO MCI

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POSITION RESPONSIBILITIES WHAT DOES SOMEONE THIS ROLE

+ 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 YOU ARE GOOD FIT FOR THIS POSITION

+ 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 + 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 CONDITIONS OF EMPLOYMENT MCI

+ Must be authorized to work in the country where the job is based. + 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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