Contact center representative – mci
position overview: mci is a leading business process outsourcing company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.
responsibilities
* handle inbound and outbound contacts in a courteous, timely, and professional manner.
* ensure first‑call resolution through problem‑solving and effective call handling.
* research systems to find missing information and coordinate with other departments to resolve issues when needed.
* accurately document and process customer claims in appropriate systems.
* lead fact‑finding discussions to determine the best options for the customer.
* utilize knowledge base and training to answer customer questions while following all required scripts, policies, and procedures.
* comply with requirements surrounding confidential information and personal information.
* escalate customer issues to the appropriate staff and managers for resolution as needed.
* attend meetings and training and review all new training material to stay up‑to‑date on program knowledge, systems, and processes.
* adhere to all attendance and work schedule requirements.
candidate qualifications – required
* must be 18 years of age or older.
* high school diploma or equivalent.
* excellent organizational, written, and oral communication skills.
* typing speed of at least 20 words per minute.
* basic knowledge of microsoft office suite.
* basic understanding of windows operating system.
* highly reliable with the ability to maintain regular attendance and punctuality.
* the ability to evaluate, troubleshoot, and follow up on customer issues.
* an aptitude for conflict resolution, problem‑solving, and negotiation.
* customer service oriented (empathetic, responsive, patient, and conscientious).
* ability to multi‑task, stay focused, and self‑manage.
* strong team orientation and customer focus.
* the ability to thrive in a fast‑paced environment where change and ambiguity are prevalent.
* excellent interpersonal skills and the ability to build relationships with team and customers.
candidate qualifications – preferred
* one year of experience in customer service, technical support, inside sales, back‑office, chat, or administrative support in a contact center environment.
* state or federal work experience.
compensation & benefits
* paid time off: earn pto and paid holidays.
* incentives & rewards: participate in daily, weekly, and monthly contests that include cash bonuses and prizes.
* health benefits: medical, dental, and vision coverage after 90 days; mec medical plans after 30 days.
* retirement savings: available programs.
* disability insurance: short‑ and long‑term coverage.
* life insurance: options available.
* career growth: emphasis on internal promotions.
* paid training: earn a paycheck while learning new skills.
* fun, engaging work environment: team‑oriented culture.
* casual dress code: comfortable attire encouraged.
physical requirements
the position is largely sedentary, involving prolonged use of a computer and telephone headset. The employee must be able to sit or stand for long periods, operate typical office equipment, and occasionally move or lift objects up to forty pounds.
conditions of employment
applicants must be authorized to work in the country, submit to a level ii background/security investigation with fingerprint, and drug screening. Offers are contingent on results. Reasonable accommodations are provided in accordance with the ada unless undue hardship would result.
equal opportunity employer
mci is committed to diversity and equal opportunity. Employment decisions are based solely on merit and qualifications. Mci does not discriminate on any protected characteristic under applicable laws and provides accommodations to qualified employees with disabilities.
campaign supervisor – tribe bpo
position overview: tribe bpo is seeking an experienced and results‑driven campaign supervisor to oversee a dynamic team of outbound telemarketers for our campaign starting january 13th.
key responsibilities
* supervise and support a team of agents working on surveys and digital subscription sales.
* provide coaching, guidance, and feedback to improve performance and meet campaign goals.
* communicate directly with the client to share updates, insights, and suggest strategies for better results.
* monitor and analyze team performance metrics to ensure success.
* maintain a collaborative and motivating work environment.
requirements
* proven experience in a supervisory role, preferably in outbound telemarketing or sales.
* excellent communication skills to effectively interact with team members and clients.
* strong problem‑solving abilities and initiative to suggest improvements.
* high proficiency in english spoken and written.
* flexible and adaptable to optimize contact rates and campaign outcomes.
job details
* schedule: monday to friday, 9:00 am to 6:00 pm (exact hours may vary).
* location: northwest hermosillo (onsite work; ensure transportation is feasible).
* pay: 6,350 mxn per week, plus monthly performance incentives.
* start date: january 13th.
* benefits: legal benefits and a signed contract from day one.
physical requirements
tasks include walking, standing, and moving objects, requiring safe handling of equipment.
conditions of employment
applicants must be authorized to work in the country, submit to a level ii background/security investigation and drug screening. Offers contingent on results.
call center sales manager – mci
position overview: the call center sales manager oversees all aspects of our call center team. The role ensures an exceptional customer experience across phone and digital communication channels and manages a team of supervisors to develop efficient operations and promote sales and customer service.
essential duties
* lead a team of 5‑10 call center supervisors responsible for inbound and outbound representatives.
* coaching and developing reports on customer service processes and best practices.
* manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously.
* drive a culture of accountability, continuous improvement, and personal excellence.
* direct workforce management activities and set performance goals and objectives.
* develop and maintain a strategy for ensuring customer satisfaction in all service interactions.
* provide team motivation and development to maximize sales opportunities.
* oversee weekly payroll review and submission.
* drive the growth of revenue and profit originating from a call center.
* meet performance, efficiency, and quality assurance targets.
* monitor individual and team results to identify and act on both positive and negative performance.
* communicate key messages effectively regarding process changes.
* provide regular feedback to supervisors regarding performance wins and areas for improvement.
* work with other departments such as quality assurance, training, it, and recruiting.
* develop and audit quality assurance strategies.
* determine work procedures, prepare work schedules, and expedite workflow.
* responsible for hiring, coaching, and terminating call center employees.
* manage remote employees as needed.
* other duties and responsibilities as assigned.
candidate qualifications – required
* must be 18 years of age or older.
* high school diploma or equivalent.
* experience with data entry utilizing a computer.
* ability to read and speak english fluently.
* wired high‑speed internet connection (download speed 20mbps or higher).
* excellent organizational, written, and oral communication skills.
* typing speed of at least 20 words per minute.
* ability to work regularly scheduled shifts within hours of operation, including the training period.
* basic knowledge of microsoft office suite.
* highly reliable with the ability to maintain regular attendance and punctuality.
* ability to evaluate, troubleshoot, and follow up on customer issues.
* aptitude for conflict resolution, problem‑solving, and negotiation.
* customer service oriented (empathetic, responsive, patient, conscientious).
* ability to multi‑task, stay focused, and self‑manage.
* strong team orientation and customer focus.
* the ability to thrive in a fast‑paced environment with change and ambiguity.
* excellent interpersonal skills and ability to build relationships with team and customers.
candidate qualifications – preferred
* one year of experience in state or federal work environments.
physical requirements
the position is largely sedentary and requires the employee to sit or stand for long periods while using a computer and telephone headset. Occasional walking and lifting of objects up to forty pounds may be required.
conditions of employment
must be authorized to work in the country, submit to a level ii background/security investigation with fingerprint, and drug screening. Offers contingent on results. Reasonable accommodations provided in accordance with ada unless undue hardship would result.
equal opportunity employer
mci is committed to diversity and equal opportunity. Employment decisions are based solely on merit and qualifications. Mci does not discriminate on any protected characteristic and provides accommodations to qualified employees with disabilities.
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