Tax Customer Service Manager

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. While your team answers tax-related questions and offers advice, you will assist and support them with your leadership and expertise. The agents are highly experienced in customer service but may lack tax knowledge. They will be provided with 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 is 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?

The supervisor is responsible for the day-to-day activity and development of 15-25 representatives within a complex call center environment. The Customer Service Supervisor I position ensures call quality from start to finish and proactively seeks ways to improve internal processes and sales results program-wide. Customer Service Supervisor II conducts regular business meetings with representatives to complete performance reviews and coaching to ensure maximum quality and productivity. Customer Service Sales Supervisor I works closely with the Operations Manager to ensure overall adherence to corporate policies and procedures.

Key Responsibilities:

• Lead a team of 15-25 entry-level 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 continuously improve call center productivity.
• Drive a culture of accountability, continuous improvement, and personal excellence.
• Direct workforce management activities and set performance goals and objectives accordingly.
• Develop and maintain strategies to ensure customer satisfaction on all service interactions.
• Provide team motivation and development to maximize sales opportunities.
• Oversee the overall performance and productivity of direct reports.
• Review and submit weekly payroll to ensure accuracy.
• Drive revenue and profit growth originating from the call center.
• Meet performance, efficiency, and quality assurance targets.
• Monitor individual and team results to identify and address performance issues.
• Communicate key messages effectively to ensure team members are informed of process changes.
• Provide regular feedback to representatives on performance wins and opportunities.
• Collaborate with other departments such as quality assurance, training, IT, and recruiting.
• Develop and audit quality assurance strategies to ensure delivery of world-class service.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Handle hiring, coaching, and termination of call center employees.
• Become a subject matter expert on your client's business.
• Manage remote employees as needed.
• Perform other duties as assigned.

CANDIDATE QUALIFICATIONS

Wonder if you are a good fit for this position?

The ideal candidate will share and understand the company's high-growth objectives. This role requires strong leadership, creative thinking, and dedication to people. The ability to professionally represent the organization internally and to clients is essential. The right candidate will demonstrate good business judgment and collaborate effectively across departments and locations.

• 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 (Outlook, Excel, Word, PowerPoint).
• Ability to drive sales through team actions.
• Proven knowledge of call center tools and KPI/SLA management technology.
• Practical conflict resolution skills (customer and agent conflicts).
• Strong leadership with time management, planning, organizational, and multitasking skills.
• Eagerness to learn new products and systems.
• Ability to work in a fast-paced, professional environment.
• Understanding of contact center performance levers and strategies.
• Clear, concise oral and written communication skills.
• Solution-oriented, positive mindset, adaptable to change and goal-stretching.
• Strong organizational skills with the ability to prioritize and create solutions.
• Accountability for team performance including adherence to KPIs and processes.
• Ability to thrive in high-pressure, dynamic environments.

Preferred Qualifications:

• Military, government, or related experience is a plus.
• Graduation from an accredited college or university is a plus.
• Experience managing remote and on-site reports is a plus.

COMPENSATION DETAILS

Want an employer that values your contribution?

At MCI, we believe your hard work deserves recognition and rewards. Our compensation and benefits packages are competitive and designed to grow with you. Starting salary depends on experience, with various benefits and incentives to support and reward our team members.

What you can expect from MCI: We offer a variety of benefits, including:

• Paid Time Off : PTO and paid holidays.
• Incentives & Rewards : Cash bonuses, prizes, electronics, vacations, and sometimes cars through contests.
• Health Benefits : Medical, dental, vision coverage after 30-90 days, depending on the plan and location.
• Retirement Savings : Programs available where applicable.
• Disability & Life Insurance : Coverage options to protect you and your loved ones.
• Career Growth : Opportunities for internal promotions.
• Paid Training : Learn new skills while earning.
• Work Environment : Team-oriented, engaging, casual dress code.

Our commitment: We tailor benefits to fit our diverse teams across locations, focusing on effort recognition, growth, and a respectful environment.

If you’re ready to join a company that values your contributions and supports your growth, apply today

PHYSICAL REQUIREMENTS

This role is largely sedentary, requiring sitting/standing for long periods, using a computer and telephone headset. Occasional movement around the office, reaching, lifting up to 40 pounds, and operating office equipment are expected.

CONDITIONS OF EMPLOYMENT

All MCI Locations

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

Subject to program and location

• Willingness to submit to background/security checks and drug screening, with contingencies based on results.

REASONABLE ACCOMMODATION

We provide reasonable accommodations as per ADA policies. Contact Human Resources for requests.

EQUAL OPPORTUNITY EMPLOYER

We embrace diversity and are committed to an inclusive, discrimination-free workplace, providing equal opportunity regardless of characteristics protected by law.

ABOUT MCI (PARENT COMPANY)

MCI offers industry-leading solutions in BPO, staff augmentation, contact center services, and IT. Recognized for rapid growth and innovation, MCI operates multiple facilities across North America, South Africa, and the Philippines, employing over 10,000 professionals and serving more than 150 clients. Our services include contact management, IT services, staffing, and digital solutions, aimed at delivering exceptional experiences and performance.

#J-18808-Ljbffr

---