[Hiring] Tax Expert Supervisor @MCI Careers

Role Description

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.

If you are a highly motivated individual and possess excellent communication skills, we need your help in managing tax customer service agents. While your team answers tax-related questions and offers advice, you will assist and support them with your leadership and expertise.

This is a management-level position. Prior experience in tax accounting as well as in management, supervisor, or customer service leadership are required.

Qualifications

• Minimum of 3 years of total call center experience or 1 year of call center management experience
• Associates degree or equivalent combination of education and 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
• Practical conflict resolution skills (both customer and agent conflict)
• Proven leader with advanced time management, planning, organizational and multitasking skills
• Ability and eagerness to learn new products and systems
• Ability to work in a professional, fast-paced environment
• Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets
• Clear, concise and practical communication skills (both oral and written)
• A solution-oriented and positive mindset that openly embraces change and stretches goals
• Strong organizational skills with an ability to prioritize objectives with little-to-no assistance
• An ability to hold team members accountable for job performance including adherence, KPIs, and process
• The ability to thrive in a fast-paced, ever-changing, and high-pressure environment

Requirements

• Lead a team of 15-25 entry-level front-line customer service agents responsible for inbound call handling
• Responsible for coaching and developing reports on customer service processes and best practices
• Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
• Drive a culture of accountability, continuous improvement, and personal excellence
• Direct workforce management activities and set performance goals and objectives accordingly
• Develop and maintain strategy on ensuring customer satisfaction on all service interactions
• 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, efficiency, and quality assurance targets
• Monitoring of individual and team results to identify and act on both positive and negative performance
• Communicate key messages effectively to ensure that direct reports are informed of process changes
• Provide regular feedback to representatives regarding performance wins and areas of opportunity
• Work with other departments in the organization, such as quality assurance, training, IT, and recruiting
• Develop and audit quality assurance strategies to ensure the delivery of world-class service
• Determining work procedures, preparing work schedules, and expediting workflow
• Responsible for hiring, coaching, and terminating call center employees
• Be a subject matter expert on your client's business
• Manage remote employees as needed
• Other duties and responsibilities as assigned

Benefits

• Continuous learning and development opportunities
• Supportive work environment