Customer Service Supervisor I

Job overview

The Customer Service Supervisor I role is full-time and onsite in Killeen, TX; compensation is not specified. MCI provides customer experience, business process outsourcing, and cloud technology services, and this position supports its Employee Development team and client programs. The supervisor leads 15–25 inbound customer service agents, developing their performance and maintaining call quality, productivity, and customer satisfaction. The role also coordinates with internal teams and supports workforce and personnel processes to help meet client and operational goals.

What you'll do

• Supervise and support 15–25 inbound-call agents
• coach team members
• monitor KPIs and drive productivity, quality, and customer satisfaction
• conduct performance reviews
• collaborate with QA, Training, IT, and Recruiting
• manage scheduling, payroll submissions, and workforce planning
• support hiring, onboarding, and disciplinary actions
• serve as a subject matter expert on client processes.

What we're looking for

Skills & competencies

customer service supervisor i

call center

team leadership

inbound calls

agent coaching

performance management

kpis

customer satisfaction

workforce planning

killeen tx

mci careers

Work arrangement

• Weekend coverage required

Why this role

The posting requires at least three years of call center experience or one year in a supervisory role, plus an associate’s degree or equivalent combination of education and experience.

About the employer

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