Call Center Supervisor
Not Disclosed•Full-TimeOn-site
location_onVeterans Parkway, Georgetown, Chatham County, Georgia, 31419, United States
About MCI
MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations extending 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.
In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company and ranked as the 452nd Fastest Growing Privately Held Company in the USA. MCI now employs over 10,000 talented individuals with 150+ diverse North American client partners across various brands, including MCI BPO, MarketForce, GravisApps, and MCI Federal Services.
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. We believe that your hard work deserves recognition and reward, offering competitive compensation and benefits designed to grow with you over time.
Work location
Work model: On-site
Veterans Parkway, Georgetown, Chatham County, Georgia, 31419, United States
Georgetown, Georgia
Key Responsibilities
- check_circleLead and manage a team of 15–25 entry-level customer service agents handling inbound calls
- check_circleCoach and develop team members on service standards, processes, and best practices
- check_circleMonitor and improve performance metrics, KPIs, and productivity benchmarks
- check_circleOversee workforce management, including scheduling and goal setting
- check_circleManage hiring, onboarding, coaching, and terminations for direct reports
- check_circleImplement and audit quality assurance strategies to maintain service excellence
- check_circleReview and submit weekly payroll to ensure accuracy
- check_circleCollaborate with departments such as QA, Training, IT, and Recruiting
Requirements
- verifiedMinimum of 3 years of total call center experience or 1 year in a management role
- verifiedAssociate's degree or equivalent combination of education and experience
- verifiedProficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint)
- verifiedFamiliarity with call center tools and technologies for KPI and SLA management
- verifiedMust be authorized to work in the country where the job is based
- verifiedMust be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- verifiedMust be willing to submit to drug screening
Benefits & Perks
check_circlePaid Time Off and paid holidayscheck_circleDaily, weekly, and monthly contests with cash bonuses and prizes
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