Inbound Call Center Manager

2 weeks ago

Cape Town, Western Cape, South Africa MCI Jobs Full time

POSITION OVERVIEW:

Job Title:
Inbound Call Center Manager

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 highly skilled and experienced Inbound Call Center Manager to join our team and oversee operations across various client campaigns.

As a strategic leader, you will play a pivotal role in managing inbound call center activities, coordinating with supervisors to address overflow, and providing support for outbound calling initiatives as needed.

If you have a proven track record of success in call center management, a passion for delivering exceptional customer service, and the ability to drive operational excellence, we want to hear from you

POSITION RESPONSIBILITIES:

Key Responsibilities:

  • Lead and manage a team of inbound call center supervisors, agents, and support staff, providing guidance, direction, and support to ensure the achievement of performance goals, service level agreements, and campaign objectives.
  • Oversee the daytoday operations of the inbound call center, including call volume forecasting, workforce scheduling, and resource allocation to optimize staffing levels and response times across multiple client campaigns.
  • Collaborate with campaign managers, stakeholders, and clients to understand campaign requirements, objectives, and messaging strategies, ensuring alignment with call center activities and customer interactions.
  • Monitor call center performance metrics, key performance indicators (KPIs), and quality assurance standards, utilizing datadriven insights to identify trends, address issues, and drive continuous improvement initiatives.
  • Develop and implement call center policies, procedures, and best practices, ensuring compliance with regulatory requirements, industry standards, and company policies.
  • Provide leadership, mentorship, and coaching to call center supervisors and agents, fostering a culture of accountability, engagement, and continuous learning to drive performance excellence.
  • Conduct regular performance evaluations, performance reviews, and oneonone coaching sessions with supervisors and agents, providing constructive feedback, recognition, and development opportunities.
  • Collaborate with training and development teams to design and deliver training programs, workshops, and coaching sessions to enhance agent skills, knowledge, and performance.
  • Serve as a point of escalation for complex customer inquiries, complaints, and issues, working closely with supervisors and agents to resolve problems, address concerns, and ensure customer satisfaction.
  • Stay informed about industry trends, technology advancements, and best practices in call center management, leveraging insights to optimize operations, enhance service delivery, and drive business growth.

CANDIDATE QUALIFICATIONS:

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

  • Associate degree, Certification or Equivalent Combination of Training and Experience
  • Proven experience in call center management, with a minimum of 4 years of experience in a leadership role overseeing inbound call center operations.
  • Strong leadership, interpersonal, and communication skills, with the ability to effectively manage teams, collaborate with stakeholders, and drive performance improvements.
  • Extensive knowledge of call center operations, customer service principles, and best practices, with a focus on delivering exceptional service and exceeding customer expectations.
  • Proficiency in call center software, CRM systems, and reporting tools, with the ability to analyze data, generate reports, and make datadriven decisions to optimize performance.
  • Excellent problemsolving, decisionmaking, and conflict resolution skills, with a focus on driving operational efficiency, improving service quality, and achieving business objectives.
  • Ability to multitask, prioritize tasks, and manage competing priorities in a fastpaced environment, while maintaining composure, professionalism, and attention to detail.
  • Strong commitment to continuous learning, personal development, and staying abreast of industry trends, technology advancements, and best practices in call center management.

COMPENSATION DETAILS:

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?
We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

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 teleph

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