Job description

h2LOCATION/h2Wichita, KS h2JOB TYPE/h2Full-Time h2PAY TYPES/h2Hourly + Bonus h2BENEFITS PERKS/h2LOCAL REPRESENTATIVE: Paid Training, Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Advancement Opportunity, Flexible Schedules, Daily Contests, Prizes, Casual Dress Code, Regular Raises h2APPLICATION DETAILS/h2No Resume Required, On-site Interview h2POSITION OVERVIEW/h2 pMCI 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./p p /p pAre you a highly motivated leader with excellent communication skills? We’re looking for someone like you to manage and support a team of customer service agents working on a variety of commercial, state, and federal projects. As a team coach and leader, you’ll play a critical role in guiding your team’s performance and ensuring their success./p pThis is a management-level position, ideal for candidates with prior experience in supervision or customer service leadership. To be considered, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment assessment./p p /p pemTo 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./em/p h2--------------/h2 p-/p h2POSITION RESPONSIBILITIES/h2 pstrongemWHAT DOES SOMEONE IN THIS ROLE DO?/em/strong/p pSupervisors are responsible for the day-to-day activity and development of 15-25 representatives 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 Manager, ensuring the overall adherence to corporate policies and procedures /p p /p pstrongKey Responsibilities:/strong/p ul liLead and manage a team of 15–25 front-line agents handling inbound customer service calls./li liCoach and develop team members on service standards and best practices./li liMonitor performance metrics and drive continuous improvement in productivity and quality./li liFoster a culture of accountability, motivation, and personal excellence./li liSet performance goals and manage scheduling and workforce planning./li liEnsure customer satisfaction across all service interactions./li liCollaborate with internal departments including QA, Training, IT, and Recruiting./li liProvide regular feedback and performance reviews./li liOversee payroll submissions and ensure accuracy./li liSupport hiring, onboarding, coaching, and performance management./li liManage remote employees as needed./li liServe as a subject matter expert on client-specific operations./li /ul h2CANDIDATE QUALIFICATIONS/h2 pstrongWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?/strong/p pThe ideal candidate would share and understand the high-growth objectives of the company. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent the organization internally and client-facing is a must. The right candidate will exhibit good business judgment and acumen and be comfortable collaborating with other departments and locations throughout the organization./p p /p pstrongREQUIRED QUALIFICATIONS/strong/p ul liMinimum of 3 years of call center experience or 1 year in a management role./li liAssociate’s degree or equivalent combination of education and experience./li liStrong interpersonal and communication skills./li liProven leadership and staff development experience./li liProficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint)./li liExperience with call center tools and KPI/SLA management./li liConflict resolution and problem-solving skills./li liAbility to thrive in a fast-paced, high-pressure environment./li liStrong organizational and time management skills./li liClear, concise verbal and written communication./li liA proactive, solution-oriented mindset./li /ul p /p pstrongPREFERRED QUALIFICATIONS:/strong/p ul liExperience in military, local, state, or federal government environments./li liDegree from an accredited two- or four-year college or university./li liExperience managing both remote and on-site teams./li /ul h2CONDITIONS OF EMPLOYMENT/h2 pstrongAll MCI Locations/strong/p ul liMust be authorized to work in the country where the job is based./li /ul pstrongSubject to the program and location of the position/strong/p ul liMust 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./li liMust be willing to submit to drug screening. Job offers are contingent on drug screening results./li /ul h2COMPENSATION DETAILS/h2 pstrongWANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?/strong/p pAt 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./p p /p pstrongWhat You Can Expect from MCI:/strong/p pWe understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:/p p /p ul listrongPaid Time Off: /strongEarn PTO and paid holidays to take the time you need./li listrongIncentives Rewards:/strong Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!/li listrongHealth Benefits:/strong 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 location./li listrongRetirement Savings:/strong Secure your future with retirement savings programs, where available./li listrongDisability Insurance:/strong Short-term disability coverage is available to help protect you during unexpected challenges./li listrongLife Insurance:/strong Access life insurance options to safeguard your loved ones./li listrongSupplemental Insurance:/strong Accident and critical illness insurance/li listrongCareer Growth:/strong With a focus on internal promotions, employees enjoy significant advancement opportunities./li listrongPaid Training:/strong Learn new skills while earning a paycheck./li listrongFun, Engaging Work Environment:/strong Enjoy a team-oriented culture that fosters collaboration and engagement./li listrongCasual Dress Code:/strong Be comfortable while you work./li /ul p /p pstrongCompensation Benefits that Fit Your Life/strong/p pMCI 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./p p /p pIf you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!/p h2PHYSICAL REQUIREMENTS/h2 pThis 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./p h2REASONABLE ACCOMMODATION/h2 pConsistent 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./p h2DIVERSITY AND EQUALITY/h2 pemAt 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./em/p pem /em/p pemMCI 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./em/p pem /em/p pemMCI 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./em/p h2ABOUT MCI (PARENT COMPANY)/h2 pMCI 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 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 enterprise partners. MCI now employs 10,000+ 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 Aqua, EastWest BPO, TeleTechnology, and Vinculum./p h2DISCLAIMER/h2 pThe purpose of the above job description is to provide potential candidates with a general overview of the role. It's 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 on your performance of the tasks listed in this job description./p p /p pThe 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./p h2LOCATION/h2Wichita, KS h2JOB TYPE/h2Full-Time h2PAY TYPES/h2Hourly + Bonus h2BENEFITS PERKS/h2LOCAL REPRESENTATIVE: Paid Training, Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Advancement Opportunity, Flexible Schedules, Daily Contests, Prizes, Casual Dress Code, Regular Raises h2APPLICATION DETAILS/h2No Resume Required, On-site Interview h2POSITION OVERVIEW/h2 pMCI 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./p p /p pAre you a highly motivated leader with excellent communication skills? We’re looking for someone like you to manage and support a team of customer service agents working on a variety of commercial, state, and federal projects. As a team coach and leader, you’ll play a critical role in guiding your team’s performance and ensuring their success./p pThis is a management-level position, ideal for candidates with prior experience in supervision or customer service leadership. To be considered, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment assessment./p p /p pemTo 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./em/p h2--------------/h2 p-/p h2POSITION RESPONSIBILITIES/h2 pstrongemWHAT DOES SOMEONE IN THIS ROLE DO?/em/strong/p pSupervisors are responsible for the day-to-day activity and development of 15-25 representatives 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 Manager, ensuring the overall adherence to corporate policies and procedures /p p /p pstrongKey Responsibilities:/strong/p ul liLead and manage a team of 15–25 front-line agents handling inbound customer service calls./li liCoach and develop team members on service standards and best practices./li liMonitor performance metrics and drive continuous improvement in productivity and quality./li liFoster a culture of accountability, motivation, and personal excellence./li liSet performance goals and manage scheduling and workforce planning./li liEnsure customer satisfaction across all service interactions./li liCollaborate with internal departments including QA, Training, IT, and Recruiting./li liProvide regular feedback and performance reviews./li liOversee payroll submissions and ensure accuracy./li liSupport hiring, onboarding, coaching, and performance management./li liManage remote employees as needed./li liServe as a subject matter expert on client-specific operations./li /ul h2CANDIDATE QUALIFICATIONS/h2 pstrongWONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?/strong/p pThe ideal candidate would share and understand the high-growth objectives of the company. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The ability to professionally represent the organization internally and client-facing is a must. The right candidate will exhibit good business judgment and acumen and be comfortable collaborating with other departments and locations throughout the organization./p p /p pstrongREQUIRED QUALIFICATIONS/strong/p ul liMinimum of 3 years of call center experience or 1 year in a management role./li liAssociate’s degree or equivalent combination of education and experience./li liStrong interpersonal and communication skills./li liProven leadership and staff development experience./li liProficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint)./li liExperience with call center tools and KPI/SLA management./li liConflict resolution and problem-solving skills./li liAbility to thrive in a fast-paced, high-pressure environment./li liStrong organizational and time management skills./li liClear, concise verbal and written communication./li liA proactive, solution-oriented mindset./li /ul p /p pstrongPREFERRED QUALIFICATIONS:/strong/p ul liExperience in military, local, state, or federal government environments./li liDegree from an accredited two- or four-year college or university./li liExperience managing both remote and on-site teams./li /ul h2CONDITIONS OF EMPLOYMENT/h2 pstrongAll MCI Locations/strong/p ul liMust be authorized to work in the country where the job is based./li /ul pstrongSubject to the program and location of the position/strong/p ul liMust 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./li liMust be willing to submit to drug screening. Job offers are contingent on drug screening results./li /ul h2COMPENSATION DETAILS/h2 pstrongWANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?/strong/p pAt 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./p p /p pstrongWhat You Can Expect from MCI:/strong/p pWe understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:/p p /p ul listrongPaid Time Off: /strongEarn PTO and paid holidays to take the time you need./li listrongIncentives Rewards:/strong Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!/li listrongHealth Benefits:/strong 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 location./li listrongRetirement Savings:/strong Secure your future with retirement savings programs, where available./li listrongDisability Insurance:/strong Short-term disability coverage is available to help protect you during unexpected challenges./li listrongLife Insurance:/strong Access life insurance options to safeguard your loved ones./li listrongSupplemental Insurance:/strong Accident and critical illness insurance/li listrongCareer Growth:/strong With a focus on internal promotions, employees enjoy significant advancement opportunities./li listrongPaid Training:/strong Learn new skills while earning a paycheck./li listrongFun, Engaging Work Environment:/strong Enjoy a team-oriented culture that fosters collaboration and engagement./li listrongCasual Dress Code:/strong Be comfortable while you work./li /ul p /p pstrongCompensation Benefits that Fit Your Life/strong/p pMCI 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./p p /p pIf you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!/p h2PHYSICAL REQUIREMENTS/h2 pThis 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./p h2REASONABLE ACCOMMODATION/h2 pConsistent 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./p h2DIVERSITY AND EQUALITY/h2 pemAt 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./em/p pem /em/p pemMCI 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./em/p pem /em/p pemMCI 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./em/p h2ABOUT MCI (PARENT COMPANY)/h2 pMCI 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 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 enterprise partners. MCI now employs 10,000+ 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 Aqua, EastWest BPO, TeleTechnology, and Vinculum./p h2DISCLAIMER/h2 pThe purpose of the above job description is to provide potential candidates with a general overview of the role. It's 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 on your performance of the tasks listed in this job description./p p /p pThe 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./p

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