Team Leader

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. 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, we invite you to apply and be a key player in our continued success. 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 and Benefits 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. HMO Coverage plus a dependent Dental Coverage 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 and making new friends Plus, more in-office rewards, raffles, recognition gifts, and treats Diversity and Equality 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. 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 (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. #J-18808-Ljbffr