Team Lead

POSITION OVERVIEW MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.  At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.  We are seeking a Team Lead who will provide daily leadership, direction, and support to our front-line Specialists. This individual will play a key role in monitoring performance, delivering consistent coaching, and fostering an engaged, high-performing team environment. The ideal candidate will ensure that Specialists are fully supported in meeting operational targets and equipped to consistently deliver an exceptional customer experience across every interaction. 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 Key Responsibilities: Provides daily leadership and support to a team of approximately 12 agents , ensuring they have the guidance and resources needed to perform at a high level. Maintains direct familiarity with the customer experience by personally handling customer inquiries for at least 5% of work time. Reviews individual and team outcomes regularly, using KPI and quality insights to drive meaningful improvements in performance. Delivers real‑time coaching, constructive feedback, and targeted development to help Specialists grow and consistently meet expectations. Oversees attendance, schedule adherence, and productivity to maintain operational consistency and team effectiveness. Identifies performance patterns, emerging risks, and potential barriers to success, escalating them to leadership or support teams when necessary. Fosters a positive, accountable, and results‑oriented team culture where Specialists are engaged, motivated, and aligned with overall service goals. CANDIDATE QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities: 2 years in a contact center environment with prior leadership or senior agent experience. Demonstrated coaching and mentoring skills with measurable performance improvement. Strong understanding of call center metrics (AHT, CSAT, QA, adherence, etc.). Ability to analyze performance metrics and implement action plans. Effective conflict resolution and engagement capabilities. Strong organizational skills with the ability to manage multiple priorities. Proficiency in CRM platforms and workforce tools. Nice to Have Leadership development or supervisory training certification. Experience supporting escalations or client‑facing communications. Exposure to performance management frameworks or engagement programs. COMPENSATION DETAILS WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? At MCI, we believe that your hard work deserves recognition and reward. 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: Paid Time Off: Earn PTO and paid holidays to take the time you need. Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars! Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location. Retirement Savings: Secure your future with retirement savings programs, where available. Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges. Life Insurance: Access life insurance options to safeguard your loved ones. Supplemental Insurance: Accident and critical illness insurance Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities. Paid Training: Learn new skills while earning a paycheck. Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement. Casual Dress Code: Be comfortable while you work. 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. While performing the duties of this job, the employee will be largely sedentary a