Call Center Agent

MCI Careers is hiring Call Center Agents for our Customer Service & Support team. In this fast-paced, performance-driven role, you'll handle inbound and outbound calls, resolve customer issues, and promote solutions for leading global brands. You'll use CRM tools, follow scripts and compliance standards, and work toward clear performance metrics in quality, efficiency, and sales or retention. MCI offers extensive training, coaching, and advancement opportunities in CX, sales, tech support, and digital solutions within a collaborative, merit-based environment.

Responsibilities

• Handle inbound and outbound customer calls in a fast-paced contact center environment
• Provide accurate information, troubleshoot issues, and resolve customer concerns
• Meet and exceed performance metrics including quality, handle time, and sales or retention goals
• Document all interactions in CRM systems with clear and accurate notes
• Follow scripts, compliance guidelines, and standard operating procedures
• Collaborate with team members and supervisors to improve performance and customer outcomes
• Participate in ongoing training, coaching, and quality monitoring sessions
• Identify opportunities to upsell, cross-sell, or promote customer-focused solutions

Required Skills

• Inbound and outbound call handling
• CRM and ticketing systems
• Data entry and typing
• Basic computer literacy
• Customer service best practices
• De-escalation and conflict resolution
• Sales and upselling techniques
• Multitasking and time management
• Call documentation and note-taking
• Performance metrics and KPIs tracking