Position Overview

MCI is a leading business services company delivering customer experience and BPO solutions. This management-level role supervises tax customer service agents, providing leadership, coaching, and expert guidance on tax issues.

Position Responsibilities

• Lead a team of 15-25 front‑line customer service agents responsible for inbound call handling.
• Coach and develop 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 a strategy to ensure customer satisfaction on all service interactions.
• Motivate and develop the team to maximize sales opportunities.
• Ensu...