Team Leader

Position Overview 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 MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities, and contribute to the success of a globally expanding, industry‑leading organization. We’re seeking an experienced Team Leader to guide a high‑performing team in our Collections Department . Our client delivers innovative connectivity and entertainment solutions with a strong focus on customer experience. The ideal candidate has proven leadership skills, a keen eye for detail, and a track record of driving performance and achieving results. This position requires working hours aligned with the United States, ensuring seamless communication and collaboration across teams and stakeholders within this time zone. 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. Position Responsibilities Lead and support a team of 15–20 collection agents, ensuring consistent achievement of individual and team goals. Monitor key performance indicators and implement strategies to improve operational efficiency. Conduct regular performance evaluations, provide coaching and feedback, and manage performance improvement plans. Oversee daily operations, ensuring compliance with company policies, quality standards, and productivity benchmarks. Analyze data to report on team performance, efficiency metrics, and collection outcomes. Manage attendance, schedule adherence, and equitable workload distribution. Address employee relations issues, including disciplinary actions and conflict resolution, in accordance with company and labor guidelines. Collaborate with leadership to identify process enhancements and drive continuous improvement. Candidate Qualifications Grade 12 / National Senior Certificate (NSC); a tertiary qualification in Business, Management, or a related field is a plus. Minimum of 2 years’ experience in a supervisory role within a call center (collections experience preferred). Demonstrated ability to effectively manage a team of 15–20 agents. Strong understanding of performance management and target tracking. Solid knowledge of Industrial Relations (IR) and experience handling IR‑related matters. Excellent communication, coaching, and problem‑solving skills. High level of attention to detail and strong organizational abilities. Proficiency in Microsoft Excel and reporting tools is advantageous. Compensation & Benefits At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. What You Can Expect From MCI Annual Leave: Earn paid time off to rest, recharge, or attend to personal matters. Health Benefits: After probation, employees qualify for medical insurance, including access to general practitioners, chronic medication, basic dental and optical care, and emergency services. Career Growth: We prioritize internal promotions and offer clear pathways for advancement across departments. Paid Training: Gain valuable skills and knowledge while earning a salary. Positive Work Environment: Join a collaborative, team‑oriented culture that values engagement and support. Casual Dress Code: Enjoy a relaxed dress policy that lets you work comfortably. Physical Requirements This job operates in a professional office environment. 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 exert force up to forty (40) pounds. Conditions of Employment 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. (Does not apply in Canada) Reasonable Accommodation Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources. Equal Opportunity Employer At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person’s merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI’s commitment to a diverse and equal opportunity work environment. MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works. About MCI MCI helps customers take on their CX and DX challenges differently, creating industry‑leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine’s List of Fastest‑Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech‑enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT services (IT Schedule 70), and temporary and administrative professional staffing. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum. Job Details Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Accounting/Auditing and Finance Industries: IT Services and IT Consulting Location Cape Town, Western Cape, South Africa Job Description Note The purpose of the above job description is to provide potential candidates with a general overview of the role. It is not an all‑inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason. #J-18808-Ljbffr