Inbound Call Center Supervisor

2 weeks ago

Cape Town, Western Cape, South Africa MCI Military Recruitment Full time

POSITION OVERVIEW:

Job Title:
Inbound Call Center Supervisor

Job Type:
Full-time, Permanent

Location:
Onsite, Cape Town (US hours)

About Us:


MCI is a leading Business Process Outsourcing (BPO) 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.


Position Overview:


We are seeking a dynamic and experienced Inbound Call Center Supervisor to join our team and oversee operations across various client campaigns.

As a pivotal member of our call center leadership, you will play a crucial role in managing inbound call volume, coordinating with agents to address overflow, and providing support for outbound calling activities as needed.

If you have proven leadership skills, a passion for customer service, and the ability to thrive in a fast-paced environment, we want to hear from you

POSITION RESPONSIBILITIES:

Key Responsibilities:

  • Supervise and lead a team of inbound call center agents, providing guidance, coaching, and support to ensure adherence to performance standards, quality metrics, and campaign objectives.
  • Monitor call queues, assess workload distribution, and adjust staffing levels as necessary to maintain service levels and response times across multiple client campaigns.
  • Assist with handling overflow call volume, stepping in to answer calls, address escalated inquiries, and provide resolution to ensure optimal customer satisfaction.
  • Conduct regular performance evaluations, provide constructive feedback, and identify opportunities for skill development and training to enhance agent performance and productivity.
  • Collaborate with campaign managers and stakeholders to align call center activities with campaign goals, objectives, and messaging strategies, ensuring consistency in customer interactions and brand representation.
  • Utilize call center software and reporting tools to track key performance indicators (KPIs), analyze call data, and generate reports on agent performance, call volume trends, and campaign outcomes.
  • Implement and enforce call center policies, procedures, and best practices, ensuring compliance with regulatory requirements, confidentiality protocols, and quality assurance standards.
  • Serve as a point of contact for escalated customer inquiries or complex issues, resolving disputes, addressing complaints, and providing solutions to ensure positive customer experiences.
  • Foster a positive and collaborative team environment, promoting open communication, teamwork, and a culture of continuous improvement and excellence.
  • Stay informed about industry trends, technology advancements, and best practices in call center management, leveraging insights to optimize operations and enhance customer service delivery.

STANDARD QUALIFICATIONS:

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

  • Associate degree, Certification or Equivalent Combination of Training and Experience
  • Previous experience in a call center supervisory or leadership role, with a demonstrated track record of success in managing inbound call volume, coaching agents, and driving performance improvements.
  • Strong leadership and interpersonal skills, with the ability to motivate, inspire, and mentor team members to achieve individual and team goals.
  • Excellent communication skills, both verbal and written, with the ability to effectively communicate with team members, stakeholders, and clients.
  • Proficiency in using call center software, CRM systems, and reporting tools to monitor performance metrics, analyze data, and make datadriven decisions.
  • Ability to multitask, prioritize tasks, and manage competing priorities in a fastpaced environment, while maintaining composure and professionalism under pressure.
  • Knowledge of call center operations, customer service principles, and best practices, with a commitment to delivering exceptional service and exceeding customer expectations.

CONDITIONS:

  • Must be authorized to work in the country where the job is based.
  • Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
  • Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

PHYSICAL REQUIREMENTS:
This job operates in a professional office environment.

While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer.

The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or

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