Call Center Sales ManagerThe 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.Key ResponsibilitiesLead a team of 5-10 call center supervisors responsible for inbound and outbound representativesResponsible for coaching and developing reports on customer service processes and best practicesManage metrics, performance criteria, policies and procedures to improve call center productivity continuouslyDrive a culture of accountability, continuous improvement, and personal excellenceDirect workforce management activities and set performance goals and objectives accordinglyDevelop and maintain strategy for ensuring customer satisfaction on all service interactionsProvide team motivation and development to maximize sales opportunitiesResponsible for the overall performance and productivity of direct reportsResponsible for weekly payroll review and submission to ensure correct entriesResponsible for driving the growth of revenue and profit originating from a call centerProven ability to meet performance, efficiency, and quality assurance targetsMonitoring of individual and team results to identify and act on both positive and negative performanceCommunicate key messages effectively to ensure that direct reports are informed of process changesProvide regular feedback to supervisors regarding performance wins and areas of opportunityWork with other departments in the organization, such as quality assurance, training, IT, and recruitingDevelop and audit quality assurance strategies to ensure the delivery of world‑class serviceDetermine work procedures, prepare work schedules, and expedite workflowResponsible for hiring, coaching and terminating call center employeesBe a subject matter expert on your client's businessManage remote employees as neededOther duties and responsibilities as assignedRequiredMust be 18 years of age or olderHigh school diploma or equivalentExperience with data entry utilizing a computerThe ability to read and speak English fluentlyHave a wired, high‑speed internet connection (Download speed of 20Mbps+)Excellent organizational, written, and oral communication skillsThe ability to type swiftly and accurately (20+ words a minute)Ability to work regularly scheduled shifts within our hours of operation including the training periodBasic 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 applicationsHighly reliable with the ability to maintain regular attendance and punctualityThe ability to evaluate, troubleshoot, and follow up on customer issuesAn aptitude for conflict resolution, problem solving and negotiationMust be customer service oriented (empathetic, responsive, patient, and conscientious)Ability to multi‑task, stay focused, and self‑manageStrong team orientation and customer focusThe ability to thrive in a fast‑paced environment where change and ambiguity are prevalentExcellent interpersonal skills and the ability to build relationships with your team and customersPreferred (Not Required)One (1) year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environmentState or Federal work experienceBenefitsOur team members enjoy:Paid Time Off – Earn PTO and paid holidays to take the time you needIncentives & Rewards – Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even carsHealth Benefits – Full‑time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by locationRetirement Savings – Secure your future with retirement savings programs, where availableDisability Insurance – Short‑term disability coverage is available to help protect you during unexpected challengesLife Insurance – Access life insurance options to safeguard your loved onesSupplemental Insurance – Accident and critical illness insuranceCareer Growth – With a focus on internal promotions, employees enjoy significant advancement opportunitiesPaid Training – Learn new skills while earning a paycheckFun, Engaging Work Environment – Enjoy a team‑oriented culture that fosters collaboration and engagementCasual Dress Code – Be comfortable while you workPhysical RequirementsThis 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.Location and Background CheckAll MCI Locations: Must be authorized to work in the country where the job is basedMust 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 resultsMust be willing to submit to drug screening. Job offers are contingent on drug screening resultsEqual Employment OpportunityConsistent 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.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.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 qualified applicants with criminal histories for employment 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, MCI's policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.#J-18808-Ljbffr