San Fernando, PH
JOB TYPE
Full-Time
Position Overview
MCI is a leading Business Process Outsourcing (BPO) company specializing in tailored solutions for diverse client needs. Committed to excellence and innovation, we are a trusted partner in the industry.
We are seeking a Team Leader to contribute to delivering exceptional customer experiences, driving sales growth, and achieving retention goals. Motivated leaders with a passion for customer care and sales are encouraged to apply and play a key role in our success.
To be considered, complete a full application on our careers page, including all screening questions and a brief pre-employment test.
Responsibilities
* Lead and inspire a team of customer care, sales, and retention professionals.
* Provide guidance, coaching, and support to ensure success.
* Foster a positive team culture encouraging innovation and improvement.
* Establish performance expectations and KPIs.
* Monitor and evaluate performance against targets.
* Conduct performance reviews and address issues promptly.
* Maintain high standards of customer care across all interactions.
* Implement strategies to enhance satisfaction, loyalty, and retention.
* Address customer concerns and escalations effectively.
* Collaborate to set and achieve revenue targets.
* Implement sales and retention strategies to minimize churn.
* Oversee daily operations for efficiency and quality.
* Streamline processes and improve service delivery.
* Develop and deliver training programs.
* Provide ongoing coaching for professional growth.
* Stay informed on industry trends.
* Analyze performance reports for insights and improvements.
* Present insights and recommendations to management.
Qualifications
Are you a good fit? All positive, driven applicants are encouraged to apply. Ideal candidates are motivated, dedicated, and possess:
* Must be 18+ years old
* High school diploma or equivalent
* Leadership experience in customer care, sales, or retention
* Understanding of customer service and sales processes
* Leadership and people management skills
* Excellent communication and interpersonal skills
* Data-driven decision-making ability
* Proficiency with CRM tools
Conditions of Employment
All MCI locations:
* Must be authorized to work in the country
Program and location-specific:
* Willing to undergo background/security investigations and drug screening; employment contingent on results
Compensation & Benefits
We value your contributions with competitive packages and growth opportunities. Benefits include:
* Paid Time Off and holidays
* Incentives, contests, and prizes
* Health coverage after 30-90 days
* Retirement plans, disability, life insurance
* Career advancement and paid training
* Engaging work environment and casual dress code
Physical Requirements
Primarily sedentary office work; may include moving and exerting force up to 40 pounds. Use of computers and office equipment required.
Reasonable Accommodation
We provide accommodations for qualified applicants with disabilities, per ADA guidelines. Contact HR for assistance.
Diversity & Equality
We embrace diversity and are committed to a discrimination-free workplace. Employment decisions are based on merit and qualifications, without regard to protected characteristics.
About MCI
MCI helps clients with CX and DX challenges through industry-leading solutions. Recognized as Iowa's fastest-growing company in 2019, MCI operates multiple BPO facilities across North America and beyond, employing over 10,000 professionals.
Disclaimer
This job description provides a general overview and is not exhaustive. Duties may change, and employment can be terminated at any time by either party.
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