Tax Expert Supervisor

Position Overview

MCI 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. If you are a highly motivated individual and possess excellent communication skills, we need your help in managing tax customer service agents. You will support and coach the team with leadership and expertise as they answer tax-related questions and provide guidance. The agents are experienced in customer service but may lack tax knowledge. They will receive expert guidance, explanations of tax and technical terms, and answers to tax-related questions. As the team coach and leader, you will be directly responsible for the performance and success of your team.

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

Position Responsibilities

WHAT DOES SOMEONE IN THIS ROLE DO?

• 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
• Directs workforce management activities and sets performance goals and objectives accordingly
• Develop and maintain strategy on ensuring customer satisfaction on all service interaction
• 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

Candidate Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

The ideal candidate would share and understand the high-growth objectives of the company. This role requires strong leadership, creative thinking, and dedication to people. The ability to represent the organization professionally both internally and client-facing is a must. The right candidate will show good business judgment and be comfortable collaborating with other departments and locations throughout the organization.

• 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 and 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 (customer and agent)
• 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 (oral and written)
• Solution-oriented and positive mindset that embraces change and ambitious goals
• Strong organizational skills with the ability to prioritize objectives with little-to-no assistance
• Ability to hold team members accountable for job performance including adherence, KPIs, and processes
• Thrives in a fast-paced, ever-changing, high-pressure environment

Preferred Qualifications

• Military, local, state or federal government experience is a plus
• Graduation from an accredited two-year or four-year college or university is a plus
• Experience managing both remote and on-site reports is a plus

Conditions of Employment

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must 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.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Compensation Details

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, compensation and benefits packages are designed to be competitive and to grow with you. Starting compensation is based on experience. A variety of benefits and incentives are provided to support and reward team members.

What You Can Expect From MCI

We offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• HMO Coverage plus a dependent
• Rank & File: ₱100,000 coverage; Supervisors/Managers: ₱120,000 coverage
• Dental Coverage with in-house dental assistance worth ₱5,000
• Free meals during training
• Career growth and learning
• Allowances for rice, clothing, laundry and meals
• Performance and loyalty bonuses
• Workplace disinfection and safety measures
• Opportunities for growth and promotion
• Employee shuttle services
• Company retreats and off-site events
• Social and networking opportunities

Compensation & Benefits That Fit Your Life

MCI tailors offerings to fit the needs of our diverse team. Benefits may vary by geography, but the core is to reward effort, provide growth opportunities, and create an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today

Physical Requirements

This job operates in a professional office environment. The employee will be largely sedentary and may be required to sit/stand for long periods while using a computer and headset. Occasional movement within the office is required, with ability to lift up to forty (40) pounds as needed.

Reasonable Accommodation

Consistent with ADA, MCI provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless undue hardship would result. For accommodations, contact Human Resources.

Diversity and Equality

MCI embraces diversity and maintains an environment free from discrimination. All aspects of employment are based on merit and qualifications. MCI complies with applicable laws and provides equal opportunities. We will consider applicants with criminal histories in a manner consistent with local and federal requirements.

About MCI

MCI helps clients address CX and DX challenges with industry-leading solutions, including BPO, staffing, contact center services, and IT services. MCI operates multiple brands and serves 150+ North American client partners across many locations. We are a growing company with a focus on modernization and performance.

Disclaimer

The job description provides a general overview and is not an all-inclusive list of duties, skills, or qualifications. The employer reserves the right to revise this description at any time. This document is not an employment contract, and either party may terminate employment at any time for any reason.

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