Customer Service Supervisor I

MCI - Sioux City, IA3.9

Full-timeEstimated: $47,000 - $63,000 a year
EducationSkillsBenefits
POSITION OVERVIEW

CUSTOMER SERVICE SUPERVISOR I

Join our team and help make a name for Mass Markets in the contact center industry. We've scaled over 250% in the past 2 years and we need talented Customer Service Supervisors. As a high growth organization with an entrepreneurial culture we are committed to a high octane, fun and collaborative work environment. As a member of the Mass Markets team you will have a high degree of responsibility and autonomy giving you a singular opportunity to make a difference is the organizations shape, direction and growth.

Located in Sioux City, IA 51111. Full-Time, Management, Salaried, Bonuses.

SCHEDULE

May require weekends with flexible scheduling for qualified candidates. Please apply and speak with the local recruiter for more information.

POSITION RESPONSIBILITIES

WHAT DOES A SUPERVISOR DO EVERY DAY?

Supervisors are responsible for the day-to-day activity and development of 15-20 Agents within a complex call center environment. The Customer Service Supervisor I position is responsible for ensuring call quality from start to finish and pro-actively seeks ways to improve the internal processes and sales results program wide. Customer Service Supervisor II conduct regular business meetings with representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports. Customer Service Sales Supervisor I work closely with the Operations Manage, ensuring the overall adherence to corporate policies and procedures.

Overall management of 15-20 Agents
Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
Directs sales forecasting activities and sets performance goals and objectives accordingly
Develop and maintain strategy on ensuring customer satisfaction on all sales transactions
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 revenue and profit originating from a call center
Proven ability to meet performance targets, operating efficiencies, processing improvements, people development, and quality assurance
Monitoring of individual, team and call center results to identify and act on both positive and negative performance
Determining work procedures, preparing work schedules, and expediting work-flow
Responsible for hiring, coaching and terminating call center employees
Assists senior management in the development and mentoring of Supervisor I team members
Other duties and responsibilities as assigned

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT?

The ideal candidate would share and understand the high growth objectives of Mass Markets. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent Mass Markets internally and client facing is a must. The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views. This position will require the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives.

Associate’s degree and/or relevant work experience
Exceptional interpersonal & communication skills
Strong supervisory experience including staff development
Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
Demonstrated ability to drive sales through the actions of others
Superior knowledge of call center tools and technology used to manage KPIs and SLAs
Possess effective conflict resolution skills (both customer and agent conflict)
Proven leader with advanced time management, planning, organizational and multi-tasking skills
Ability and eagerness to learn new products and system
Ability to work in a professional fast-paced environment

COMPENSATION DETAILS

NEED AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At Mass Markets we believe that hard work should pay off, so we make sure that our compensation and total rewards are exceptional. Our people are not just employees; they are our most important resource! Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn generous paid time off as well as paid holiday’s and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include cash uploads to company issued Visa card, prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars.

All employees are eligible for MEC medical plans after 30 days and group medical, dental and vision benefits after 90 days. Optional Roth IRA retirement accounts, Term Life Insurance and Whole Life Insurance plans are available to all employees each open enrollment period.

Total Rewards Breakdown
Competitive Starting Compensation Weekly Bonus Opportunity Daily Contest Payouts
Weekly Pay Cycles Paid Time-Off Full-Benefits (Medical, Dental, Vision)
Multiple Job Types to Choose From Growing Company with Fortune 50 Clients Paid New Hire and Continuous Improvement Training
Daily, Week, and Quarterly Recognition Company Debit Card (With Daily Cash Uploads) Paid Holidays
Retirement IRA Options Guaranteed Issue Term Life Insurance Whole Life Insurance Investment Options
Regular Raises and Career Progression Flexible Scheduling Options Employee Development and Advancement Programs
Employee Discount Program Fun, Engaging Work Environment Cash and Prize Incentives
Modern Work Environment Casual Dress Code Relocation Potential

ABOUT US

MASS MARKETS

Mass Markets, an MCI Company, is a world leader in advanced, tech-enabled B2B, B2C and H2H contact center telesales, customer care and digital services. With a culture built on customer experience, we are committed to excellent customer interactions that create value for our clients. Since 2003, Mass Markets has delivered innovative, high-impact, agile, scalable, and compliant business process outsourcing services with superior quality and performance. People-powered and tech-enabled, we SAVE, SELL and SERVICE across the customer life-cycle; we SOLVE complex people, process, and technology challenges.

Mass Markets is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, color, creed, religion, sex, sexual orientation, gender, gender identity or expression, medical condition, national origin, ancestry, citizenship, marital status or civil partnership/union status, physical or mental disability, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state or local law. Mass Markets will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

ABOUT MCI

MCI is the Parent Company for the following businesses: Gravis Apps, Mass Markets, and OnBrand24. MCI acquires and operates companies that provide tech-enabled BPO CX services, software applications, and technology to mid-market & enterprise customers. MCI is a multi-faceted tech-enabled business services supplier with a synergetic product and services portfolio and an expert leadership team. Our focus is on the development and delivery of dynamic technology, human capital, and professional services.