Call Center Contact Tracing Supervisor

Job overview

The Call Center Contact Tracing Supervisor role is onsite in Las Cruces, NM; compensation is not specified. MCI provides customer experience, business process outsourcing, and cloud technology services to commercial and public-sector clients. The supervisor leads a team of 15–25 contact tracing representatives, overseeing performance, quality, attendance, coaching, and operational processes. The role supports customer service and operational objectives by developing staff, monitoring results, and coordinating with operations and other departments.

What you'll do

• Lead 15–25 front-line agents handling inbound and outbound calls
• coach and develop representatives
• manage performance metrics and workforce activities
• set goals
• monitor quality and productivity
• review payroll submissions
• communicate process changes
• coordinate with quality assurance, training, IT, and recruiting
• manage remote employees as needed
• support hiring and performance management.

What we're looking for

Skills & competencies

call center supervisor

contact tracing

las cruces nm

mci careers

onsite

team leadership

15–25 representatives

coaching

quality assurance

performance management

customer service

full-time

Work arrangement

• Weekend coverage required

Why this role

Full-time onsite position; supervises a team of 15–25 representatives; supports commercial and public-sector clients.

About the employer

MCI Careers is hiring for this role. Industry: Telemarketing Bureaus and Other Contact Centers. Sector: 56.