Call Center Team Lead

Join to apply for the Call Center Team Lead role at Mass Markets

Position Overview

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

Are you a highly motivated leader with excellent communication skills? We're looking for someone like you to manage and support a team of customer service agents working on a variety of commercial, state, and federal projects. As a team coach and leader, you'll play a critical role in guiding your team's performance and ensuring their success.

This is a management-level position, ideal for candidates with prior experience in supervision or customer service leadership. To be considered, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment assessment.

Position Responsibilities

Key Responsibilities

• Lead and manage a team of 15–25 front-line agents handling inbound customer service calls.
• Coach and develop team members on service standards and best practices.
• Monitor performance metrics and drive continuous improvement in productivity and quality.
• Foster a culture of accountability, motivation, and personal excellence.
• Set performance goals and manage scheduling and workforce planning.
• Ensure customer satisfaction across all service interactions.
• Collaborate with internal departments including QA, Training, IT, and Recruiting.
• Provide regular feedback and performance reviews.
• Oversee payroll submissions and ensure accuracy.
• Support hiring, onboarding, coaching, and performance management.
• Manage remote employees as needed.
• Serve as a subject matter expert on client-specific operations.

Candidate Qualifications

The ideal candidate would share and understand the high-growth objectives of the company. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent the organization internally and client-facing is a must.

Required Qualifications

Preferred Qualifications

Compensation Details

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect From MCI

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.

J-18808-Ljbffr