MCI Careers logo
MCI Careers

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. 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.

Call Center Sales Manager

Call Center RepresentativeCall Center RepresentativeFull TimeRemoteLeadTeam 5,001-10,000

Location

Philippines

Posted

9 days ago

Salary

0

Seniority

Lead

No structured requirement data.

Job Description

Call Center Sales Manager

MCI Careers

Role Description The Call Center Sales Manager oversees all aspects of our call center team. As a sales manager, you will ensure an exceptional customer experience in all customer touchpoints, including phone service and digital communication channels. This involves managing a team of supervisors to help develop efficient operations, promote sales, and customer services. You will work to continuously improve client metrics by providing leadership, direction, and motivation to the workforce. 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. - Direct workforce management activities and set performance goals and objectives accordingly. - Develop and maintain strategy on ensuring customer satisfaction on all service interactions. - 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. - Monitor 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. - Determine work procedures, prepare work schedules, and expedite 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. Qualifications - 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 Qualifications - 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 - 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 Consistent 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. Equal Opportunity Employer At 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.

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