Team Leader

Overview 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. We are seeking a Team Leader to contribute to delivering exceptional customer experiences, driving sales growth, and achieving retention goals. If you are a motivated leader with a passion for customer care and sales, you are invited to apply. 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 Lead and inspire a team of customer care, inbound/outbound, sales, and retention professionals. Provide guidance, coaching, and support to ensure individual and team success. Foster a positive and collaborative team culture that encourages innovation and continuous improvement. Establish clear performance expectations and key performance indicators (KPIs) for team members. Monitor and evaluate individual and team performance against set targets. Conduct regular performance reviews, provide constructive feedback, and address performance issues promptly. Ensure a high standard of customer care in all interactions, whether inbound, outbound, sales, or retention. Implement strategies to enhance customer satisfaction, loyalty, and retention. Address customer concerns and escalations in a timely and effective manner. Collaborate with the sales and retention teams to set and achieve revenue targets. Implement sales strategies to drive outbound sales and upselling opportunities. Develop and execute retention strategies to minimize customer churn. Oversee day-to-day operations to ensure efficiency, accuracy, and adherence to quality standards. Collaborate with other teams to streamline processes and enhance overall operational effectiveness. Implement best practices to improve service delivery and achieve operational excellence. Develop and implement training programs to enhance the skills and knowledge of team members. Provide ongoing coaching and support to facilitate professional growth and development. Stay informed about industry trends and customer care best practices. Generate and analyze performance reports to identify trends, areas for improvement, and opportunities for optimization. Present performance insights and recommendations to senior management. Candidate Qualifications Must be 18 years of age or older High school diploma or equivalent Proven experience in a leadership role within a customer care, inbound/outbound, sales, or retention environment. Strong understanding of customer service dynamics and sales processes. Exceptional leadership and people management skills. Excellent communication and interpersonal abilities. Analytical mindset with the ability to make data-driven decisions. Proficiency in using relevant customer relationship management (CRM) tools. Compensation Details WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? At MCI, your hard work deserves recognition and rewards. 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. What You Can Expect From MCI We 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: HMO Coverage plus a dependent Rank & File: ₱100,000 coverage Supervisors/Managers: ₱120,000 coverage Dental Coverage In-house dental assistance worth ₱5,000 Free meal during training Career growth and learning Allowances for rice, clothing, laundry and meals Performance and loyalty bonuses Frequent disinfection, fogging of workplace Opportunities for growth and promotion Employee shuttle services Company retreats and off-site events Sharpen your social skills while meeting awesome people Plus, more in-office rewards, raffles, recognition gifts, and treats Compensation & Benefits That Fit Your Life MCI 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. 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 will be required to sit/stand for long periods while using a computer and telephone headset. The employee may occasionally 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. Conditions of Employment Must be authorized to work in the country where the job is based. 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. Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. If reasonable accommodations are needed, please contact Human Resources. Equal Opportunity Employer At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI\'s commitment to a diverse and equal opportunity work environment. MCI 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, or any other characteristic protected by applicable laws. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI 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. MCI is committed to reasonable accommodation to qualified employees with protected disabilities where required by law. About MCI (parent Company) MCI 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, MCI was named by Inc. Magazine as Iowa\'s Fastest Growing Company and has ten BPO facilities across multiple locations. MCI now employs 10,000+ individuals with 150+ diverse North American client partners across various brands. The purpose of this job description is to provide potential candidates with a general overview of the role. It is not an all-inclusive list of duties and responsibilities. The employer may revise this description at any time. This job description is not a contract for employment. #J-18808-Ljbffr