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Customer Service Supervisor I

Customer Service Supervisor I

Job Locations 
Job Post Information* : Posted Date 
Operations Management
Min. Years Experience 
Wage Description 
Employee Stock Contract 
Yes, Eligible At 1 Year
Bachelors Degree or Equivalent Combination of Training and Experience
Reports To 
Senior Director




Mass Markets is a rapidly growing, industry leading business process outsourcing and software development organization.  As a high growth organization with an entrepreneurial culture we are committed to a high octane, fun and collaborative work environment.   As a member of the Mass Markets team you will have a high degree of responsibility and autonomy giving you a singular opportunity to make a difference is the organizations shape, direction and growth.


  • Competitive Pay
  • Employee Stock Contract
  • Full Medical, Dental & Vision Benefits
  • Paid Time Off and Paid Holidays
  •  Advancement Opportunity
  • Positive Team Environment
  • Great Office Environment
 Business Team 1 - Small



Call Center Sales Supervisors are responsible for the day-to-day activity and development of 15-20 Agents within a complex call center environment. This position is responsible for ensuring call quality from start to finish and proactively seeks ways to improve the internal processes and sales results. Call Center Sales Supervisors conduct regular meetings with Inside Sales Representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Sales and Performance Supervisor work closely with the Call Center Operations Manager in ensuring the overall adherence to corporate policies and procedures.


  • Overall management of a team of Inside Sales Representatives
  • Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
  • Directs sales forecasting activities and sets performance goals and objectives accordingly
  • Develop and maintain strategy on ensuring customer satisfaction on all sales transactions
  • 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
  • Meeting performance targets, operating efficiencies, processing improvements, people development and quality assurance.
  • Monitoring of individual, team and call center results to identify and act on both positive and negative performance.
  • Determining work procedures, preparing work schedules, and expediting workflow.
  • Responsible for hiring, coaching and terminating call center employees
  • Other duties and responsibilities as assigned




The ideal candidate for this role would share and understand the high growth objectives of Mass Markets.  This position requires a high degree of leadership, creative thinking and dedication to people.  The ability to professionally represent Mass Markets internallyand client facing is a must.  The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views.  This position will require the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives. 


  • Associate’s degree and/or relevant work experience
  • Exceptional interpersonal & communication skills
  • Strong supervisory experience including staff development
  • Working knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
  • Demonstrated ability to drive sales through the actions of others
  • Understanding of call center tools and technology used to manage KPIs and SLAs
  • Possess effective conflict resolution skills (both customer and agent conflict)
  • Proven Leader with advanced time management, organizational and multi-tasking skills.
  • Ability and eagerness to learn new products and systems
  • Possess time management, planning, organizational and multi-tasking skills
  • Ability to work in a professional fast-paced environment



As a 15-year old organization and Anything-as-a-Service pioneer, Mass Markets offers comprehensive XaaS solutions for our customers. Beyond traditional customer service, inside sales, telemarketing, and tech support services, Mass Markets provides Managed Services Platform Products (MSPP) specializing in cloud technology, telephony software, and integration on-demand, as well as Multiple Contact Center Software Platform-as-a-Service (PaaS) options. 


Mass Markets operates exclusively in the USA to provide clients with comprehensive security measures, quality control, and extensive experience.


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