Call Center Supervisor

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.

We are seeking a highly motivated and results-driven Call Center Supervisor to lead daily operations ensure performance excellence and support the growth of our customer service team. This role requires a strong leader who can manage performance metrics drive employee engagement and foster a positive high-performing team culture.

The ideal candidate will have proven experience supervising contact center teams with strong capabilities in coaching quality assurance and account management. Experience in accounts payable or back-office operations is a valuable asset.

Start Date: 22 September 2025

This position requires working hours aligned with the United States ensuring seamless communication and collaboration across teams and stakeholders within this time zone.

To be considered for this role you must complete a full application on our company careers page including all screening questions and a brief pre-employment test.

Key Responsibilities:

• Supervise mentor and develop a team of contact center agents to consistently meet and exceed performance targets.
• Monitor key performance indicators (KPIs) and ensure compliance with service level agreements (SLAs) and client deliverables.
• Provide ongoing coaching feedback and performance evaluations to enhance service quality and customer satisfaction.
• Conduct regular team meetings and one-on-one coaching sessions to support agent development and engagement.
• Handle escalated customer issues ensuring timely and effective resolution.
• Collaborate with quality assurance training and operations teams to identify and implement improvements.
• Manage employee scheduling attendance and adherence to workforce management protocols.
• Support account management activities ensuring deliverables and reporting deadlines are consistently met.
• Contribute to process improvement initiatives and provide back-office operational support.
• Generate and analyze reports on performance metrics trends and team efficiency for leadership review.
• Ensure compliance with company policies procedures and regulatory standards.

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION

All 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:

• National Senior Certificate (NSC) /Grade 12
• Minimum of 12 years experience in a contact center supervisory or team leadership role.
• Demonstrated success in achieving and exceeding KPIs in a customer service environment.
• Additional qualifications in Business Management Customer Service or Leadership (advantageous).
• Experience in Accounts Payable or back-office operations (preferred).
• Strong leadership and people management skills with the ability to inspire and motivate teams.
• Excellent problem-solving decision-making and conflict-resolution abilities.
• Proficiency in contact center systems CRM platforms reporting tools and workforce management software.
• Strong verbal and written communication skills with the ability to engage and influence across all levels.

All 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 security investigation with a fingerprint. 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.

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION

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:
We understand the importance of balance and support which is why we offer a variety of benefits that go beyond Salary. Our team members enjoy:

• Annual Leave: Earn paid time off to rest recharge or attend to personal matters.
• Health Benefits: After probation employees qualify for Medical Insurance. This gives you access to general practitioners chronic medication basic dental and optical care as well as emergency services ensuring essential healthcare support and peace of mind.
• Career Growth: We prioritize internal promotions and offer clear pathways for advancement across departments.
• Paid Training: Gain valuable skills and knowledge while earning a salary.
• Positive Work Environment: Join a collaborative team-oriented culture that values engagement and support.
• Casual Dress Code: Enjoy a relaxed dress policy that lets you work comfortably.

Compensation & Benefits that Fit Your Life
MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography the core of our commitment remains the same: rewarding effort providing growth opportunities and creating an environment where every employee feels valued.

If youre ready to join a company that recognizes your contributions and supports your growth MCI is the place for you. Apply today!

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; 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.

Consistent 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 is a benefit to our employees our company our customers and our community. All aspects of employment at MCI are based solely on a persons 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 MCIs 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 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 adhere to these principles in all aspects of employment including recruitment hiring training compensation promotionbenefits social and recreational programs anddiscipline. 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.

MCI helps customers take on their CX and DX challenges differently creating industry-leading solutions that deliver exceptional experiences and drive optimal 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 Iowas 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. MCIs subsidiaries had previously made Inc. Magazines 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 & enterprise partners. MCI now employs 10000 talented individuals with 150 diverse North American client partners across the following MCI brands: MCI BPO MCI BPOaaS MarketForce GravisApps Gravis Marketing MarchEast Mass Markets MCI Federal Services (MFS) OnBrand24 The Sydney Call Center Valor Intelligent Processing (VIP) BYC AquaEastWest BPO TeleTechnology and Vinculum.

The purpose of the above job description is to provide potential candidates with a general overview of the role. Its 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.