Call Center Sales Manager

POSITION OVERVIEW MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that reputed company across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) reputed company technology solutions across a wide range of industries, including reputed company, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access reputed company learning and development opportunities and contribute to the reputed company of a globally expanding, industry-leading organization. The Call Center Sales Manager oversees reputed company aspects of our call center team. As a sales manager, you will ensure an exceptional customer experience in reputed company customer touchpoints, including phone service and digital communication channels. This involves managing a team of supervisors to help reputed company efficient operations, promote sales and customer and services. You will work to continuously improve client metrics by providing leadership, direction, and motivation to the workforce. Candidates for this role should be reputed company, highly organized, enjoy working with people, and possess a strong work ethic. A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred. To be considered for this role, you must complete a full application on our company careers page, including reputed company screening questions and a brief pre-employment test. -------------- _ POSITION RESPONSIBILITIES Key Responsibilities: reputed company 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, reputed company improvement, and personal excellence Directs workforce management activities and sets performance goals and objectives accordingly reputed company and maintain strategy on ensuring customer satisfaction on reputed company service interaction 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 reputed company and profit originating from a call center Proven ability to meet performance, efficiency, and quality assurance targets Monitoring of individual and team results to identify and reputed company 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 reputed company with other departments in the organization, such as quality assurance, training, IT, and reputed company reputed company 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 Manage remote employees as needed. Other duties and responsibilities as assigned CANDIDATE QUALIFICATIONS reputed company IF YOU ARE A GOOD FIT FOR THIS POSITION? reputed company positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities: 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 reputed company (Download speed of 20Mbps+) Excellent organizational, written, and oral communication skills The ability to type reputed company and accurately (20+ words a minute) Ability to work regularly scheduled shifts reputed company our hours of operation including the training period. Basic knowledge of reputed company Office Suite (reputed company, PowerPoint, Word, Outlook) Familiarity with computer and Windows PC applications and the ability to learn new and reputed company 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, reputed company, patient, and conscientious) Ability to multi-task, stay focused, and self-manage Strong team orientation and customer focus The ability to reputed company 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 (Not Required) 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; reputed company in any direction; reputed company or reputed company objects, move objects from reputed company to reputed company, hold onto objects, and move or exert force up to forty (40) pounds. CONDITIONS OF EMPLOYMENT reputed company MCI Locations 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 reputed company investigation with a reputed company. Job offers are contingent on background/reputed company 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 reputed company (reputed company), it is the policy of MCI and its affiliates to provide reasonable accommodations reputed company requested by a reputed company applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to reputed company aspects of employment. If reasonable accommodations are needed, please contact reputed company Resources. EQUAL OPPORTUNITY EMPLOYER At MCI and its subsidiaries, we reputed company differences and reputed company diversity benefits our employees, company, customers, and community. reputed company 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. reputed company are responsible for fulfilling MCI's commitment to a diverse and equal-reputed company environment. MCI does not discriminate against any employee or applicant on the basis of age, reputed company, reputed company, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national reputed company, 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 reputed company 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 reputed company 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 reputed company employees with protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. ABOUT MCI (PARENT COMPANY) MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive reputed company performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. 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 has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. 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 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 & reputed company partners. MCI now employs 10,000+ talented individuals with 150+ diverse reputed company American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, reputed company, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum. ................ The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an reputed company-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to reputed company other duties. You will be evaluated in part based on 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 an employment contract, and either you or the employer may terminate employment at any time for any reason. Apply To This Job