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 extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, 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 continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.
We are seeking a Team Lead who will provide daily leadership, direction, and support to our front-line Specialists. This individual will play a key role in monitoring performance, delivering consistent coaching, and fostering an engaged, high-performing team environment. The ideal candidate will ensure that Specialists are fully supported in meeting operational targets and equipped to consistently deliver an exceptional customer experience across every interaction.
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.
Responsibilities
Key Responsibilities:
- Provides daily leadership and support to a team of approximately 12 agents, ensuring they have the guidance and resources needed to perform at a high level.
- Maintains direct familiarity with the customer experience by personally handling customer inquiries for at least 5% of work time.
- Reviews individual and team outcomes regularly, using KPI and quality insights to drive meaningful improvements in performance.
- Delivers realtime coaching, constructive feedback, and targeted development to help Specialists grow and consistently meet expectations.
- Oversees attendance, schedule adherence, and productivity to maintain operational consistency and team effectiveness.
- Identifies performance patterns, emerging risks, and potential barriers to success, escalating them to leadership or support teams when necessary.
- Fosters a positive, accountable, and resultsoriented team culture where Specialists are engaged, motivated, and aligned with overall service goals.
Qualifications
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:
- 2 years in a contact center environment with prior leadership or senior agent experience.
- Demonstrated coaching and mentoring skills with measurable performance improvement.
- Strong understanding of call center metrics (AHT, CSAT, QA, adherence, etc.).
- Ability to analyze performance metrics and implement action plans.
- Effective conflict resolution and engagement capabilities.
- Strong organizational skills with the ability to manage multiple priorities.
- Proficiency in CRM platforms and workforce tools.
Nice to Have
- Leadership development or supervisory training certification.
- Experience supporting escalations or clientfacing communications.
- Exposure to performance management frameworks or engagement programs.
