Sales Director - Brands and Retail

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 the heart of our mission is a commitment to creating a workplace culture that empowers our agents and leaders to passionately represent our clients’ brands. We believe that happy agents create happy customers and that excellence is the result of intention, effort, and execution. We’re currently seeking experienced Customer Service Supervisors to lead teams supporting a variety of commercial and public sector clients.

This is a full-time, on-site position requiring daily attendance at one of our physical contact center locations. 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. As a Sales Supervisor, you’ll manage the day-to-day performance and development of 15–20 inbound agents. You’ll be responsible for driving results, improving processes, and ensuring a high standard of service and sales performance.

You’ll also work closely with the Call Center Operations Manager to ensure alignment with company policies and goals. Lead and coach a team of 15–20 inbound sales and service agents. Monitor performance metrics and drive improvements in productivity and quality. Conduct regular coaching sessions and performance reviews. Motivate the team to meet and exceed sales goals. Ensure accurate payroll submissions and adherence to scheduling. Collaborate with internal departments to support training, quality, and IT needs. Identify opportunities for process improvement and operational efficiency.

Support hiring, onboarding, and performance management as needed. This position requires an advanced degree of leadership, creative thinking, and dedication to people. The right candidate will exhibit good business judgment and acumen and be both confident and flexible in their views. This position will require the ability to work with multiple business units to acquire operational knowledge and execute on departmental initiatives. Associate’s degree or equivalent work experience. Minimum of 3 years in a call center environment or 1 year in a supervisory role.

Proficiency in Microsoft Office (Outlook, Excel, Word, PowerPoint). Experience with call center tools and KPI/SLA management. Ability to resolve conflicts and manage performance effectively. Strong organizational, time management, and multitasking skills. Experience in military, local, state, or federal government environments. Experience managing both remote and on-site teams.