Customer Service Supervisor I

ID
2020-3049
Updated Date
7/15/2020
Department
Operations Management Positions
Schedule
Flexible
Wage Description
Base Salary + Bonuses
Bonus
Monthly
Education
High School Diploma/GED
Min. Years Experience
3
Company/Brand
MCI

POSITION OVERVIEW

CUSTOMER SERVICE SUPERVISOR I

Join our team and help make a name for Mass Markets in the contact center industry. We've scaled over 250% in the past 2 years and we need talented Customer Service Supervisors. 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 unique opportunity to make a difference is the organizations shape, direction and growth.

 

Located in Iowa City, IA

Full-Time, Management, Salaried, Bonuses.

 

POSITION RESPONSIBILITIES

WHAT DOES A SUPERVISOR DO EVERY DAY?

Supervisors are responsible for the day-to-day activity and development of 15-20 Agents 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 Manage, ensuring the overall adherence to corporate policies and procedures.

  • Lead a team of 12-18 direct reports; coach, develop and motivate them to ensure that they are providing world-class customer service on all customer interactions, delivering on their commitments, and maximizing their potential
  • Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
  • 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 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
  • Proven ability to meet 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
  • Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers
  • Praise and share feedback with direct reports regarding their performance; suggest improvements, changes, or updates when applicable
  • Work constructively with other functional areas throughout the organization, such as quality assurance, training, and recruiting, to share ideas and leverage best practices
  • 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
  • Other duties and responsibilities as assigned

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT?

The ideal candidate would share and understand the high growth objectives of Mass Markets. This position requires an advanced degree of leadership, creative thinking, and dedication to people.  The ability to professionally represent Mass Markets internally and 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. 

  • Minimum of 3 years of call center experience or 1 year of call center management experience
  • Associate’s degree and/or relevant work experience
  • Exceptional interpersonal & communication skills
  • Strong supervisory experience including staff development
  • Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
  • Demonstrated ability to drive sales through the actions of others
  • Superior knowledge 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, planning, organizational and multi-tasking skills
  • Ability and eagerness to learn new products and system
  • Ability to work in a professional fast-paced environment
  • Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets
  • Clear, concise and effective communication skills (both oral and written)
  • A solution-oriented and positive mindset that openly embraces change and stretches goals.
  • Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues and create and execute solutions that address those issues.
  • An ability to create clear accountabilities and hold yourself and your team to those accountabilities.
  • Ability to multitask and thrive in a fast-paced, high-pressure environment.
  • An ability to inspire and motivate your team and create a highly engaged, committed, and empowered workforce Responsibilities

 

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive.   Standard starting compensation is commensurate with experience.  Many positions also offer weekly, bi-weekly, or monthly bonus plans and the ability to earn daily contest earnings uploaded to a company debit card the next day or paid out on your next pay date.  Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

 

Employees earn generous paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include cash uploads to company issued Visa card, prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars.

 

In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment.  Other optional benefits include Roth IRA retirement accounts, guaranteed issue term life insurance, and whole life insurance.  

 

BENEFITS, INCENTIVES, AND REWARDS
  Competitive Compensation  Weekly Pay Cycles (Where Available)*   Paid Time-Off
  Medical Benefits (Full-Time)  Vision Benefits (Full-Time)   Dental Benefits (Full-Time)
  Advancement Opportunity   Work At Home Options (Contingent)*   Paid New Hire Training
  Recognition Programs  Company Debit Card (Where Available)*   Paid Holidays
  Retirement IRA Options  Guaranteed Issue Term Life Insurance         Whole Life Insurance 
  Wage and Career Progression               Flexible Scheduling Options   Employee Development Programs        
  Employee Discount Program  Fun, Engaging Work Environment   Cash and Prize Incentives
  Modern Work Environment  Casual Dress Code   Relocation Potential

SCHEDULE

NEED A SCHEDULE THAT WORKS WITH YOUR LIFE?

We are able to offer a wide range of full-time and part-time scheduling options for qualified candidates.  There are multiple shifts and weekly work hour variations available to our team members.  Please ask a Talent Acquisition Specialist about the different types of creative scheduling options that are available at your location.  Whether you are a busy parent, student, or just want control of your work-life balance, flexible, customized scheduling is one of the perks of working at our organization.

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 whle 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 their country of residence (The United States or Canada)
  • Must be willing to submit to a background and/or security investigation. 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.

REGARDING COVID-19

As an employer supporting critical Federal, State, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe. 

Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, work-at-home option for eligible positions and programs, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.

Most local positions offer work-at-home after training on-site; however, there are specific programs that are on-site only due to security requirements.  There are a limited number of 100% remote positions that do not require an on-site training period listed in the Statewide and Nationwide department categories that offer web-based Zoom training.  

 

REGARDING MASKS

To help protect our candidates and employees, we are REQUESTING that all on-site candidates wear a mask to interviews and training.  In locations where state or local government has mandated the use of masks, we will abide by the mandate, and REQUIRE masks be worn when on-location.

For more information on MCI’s response to COVID-19 please visit www.mci.world/covid-19.

ABOUT MASS MARKETS

Mass Markets is a global leader in outsourced call center services across the entire customer account lifecycle. With both premise-based and work at home contact center outsourcing services, we offer flexibility, and contingency plans for our customers to provide additional vendor-based agent support for front office, back office, Digital, inbound and outbound contact center support.

ABOUT MCI (PARENT COMPANY)

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 is headquartered in Iowa City, IA, and has nine customer contact management centers, IT services, and business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Massachusetts, New Hampshire, Nova Scotia, and South Dakota.
 
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 a 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 2,500+ talented individuals with 150+ diverse North American client partners across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP).
 
MCI provides products and services under the following NAICS Codes: 511210 Software Publishers, 518210 Data Processing, Hosting, and Related Services, 519190 All Other Information Services, 524291 Claims Adjusting, 524292 Third Party Administration of Insurance and Pension Funds, 541511 Custom Computer Programming Services, 541512 Computer Systems Design Services, 541519 Other Computer Related Services, 541519 Information Technology, and Value Added Resellers, 541611 Administrative Management and General Management Consulting Services, 541613 Marketing Consulting Services, 541690 Other Scientific and Technical Consulting Services, 541990 All Other Professional, Scientific, and Technical Services, 561110 Office Administrative Services, 561320 Temporary Help Services, 561330 Professional Employer Organizations, 561421 Telephone Answering Services, 561422 Telemarketing Bureaus and Other Contact Centers, 561431 Private Mail Centers, 561440 Collection Agencies, 561499 All Other Business Support Services, 561990 All Other Support Services, 611430 Professional and Management Development Training.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

 

MCI 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 for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

 

MCI 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, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

................

The 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 upon your performance of the tasks listed in this job description.


The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

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