Call Center Team Lead

Job overview

The Call Center Team Lead role is remote, with the listing location in Wichita, KS, and pays $15 per hour. MCI provides customer experience, business process outsourcing, and cloud technology services across multiple industries. The lead manages and develops a team of 15–25 inbound customer service agents, supporting call quality, productivity, and customer satisfaction. The role includes coaching, performance monitoring, scheduling, workforce planning, payroll submissions, and coordination with internal support teams.

What you'll do

• Lead and manage 15–25 front-line agents handling inbound customer service calls
• coach team members
• monitor performance metrics and improve productivity and quality
• set goals and manage scheduling and workforce planning
• support customer satisfaction
• collaborate with QA, Training, IT, and Recruiting
• provide feedback and performance reviews
• oversee payroll submissions
• support hiring and onboarding
• manage remote employees as needed
• serve as a subject matter expert on client operations.

What we're looking for

Skills & competencies

call center team lead

remote

wichita ks listing

mci careers

$15/hr

customer service

inbound calls

team coaching

performance metrics

workforce planning

payroll submissions

remote team management

Work arrangement

• Weekend coverage required

Why this role

The XML identifies the role as fully remote and states that applicants must complete the company careers application and a pre-employment assessment.

About the employer

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