Director of Call Center Operations

5 months ago

Cape Town, South Africa MCI Careers Full time

LOCATION: Cape Town, ZA JOB TYPE: Full-Time POSITION OVERVIEW:
**Job Title**:Director of Call Center Operations

**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**:

-:
POSITION RESPONSIBILITIES:
**Key Responsibilities**:

- Develop and implement call center strategies to meet organizational objectives.
- Lead and manage a team of call center supervisors and agents, ensuring high performance and productivity.
- Establish performance metrics and KPIs to measure and improve call center efficiency and effectiveness.
- Monitor call center operations to ensure compliance with company policies and procedures.
- Collaborate with other departments to identify and implement process improvements and best practices.
- Analyze call center data and trends to identify areas for improvement and optimization.
- Drive employee engagement and retention initiatives to create a positive and inclusive work environment.
- Stay abreast of industry trends and best practices to maintain a competitive edge in the marketplace.
- Manage budget and resource allocation for the call center department.
- Serve as the primary point of contact for escalations and issue resolution.

CANDIDATE QUALIFICATIONS:
**WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?**
- Bachelor's degree in business administration or a related field.
- Proven experience in call center management, with a minimum of 6 years in a leadership role.
- Strong leadership and interpersonal skills, with the ability to motivate and inspire teams.
- Excellent communication and negotiation skills.
- Proficiency in call center technologies and software.
- Demonstrated ability to drive process improvements and operational excellence.
- Strong analytical and problem-solving skills.
- Ability to thrive in a fast-paced and dynamic environment.
- Knowledge of relevant industry regulations and compliance requirements.

CONDITIONS OF EMPLOYMENT:

- Must be authorized to work in their country of residence.
- 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.

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 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.

REASONABLE ACCOMMODATION:
It is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Human Resources.

DIVERSITY AND EQUALITY:
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 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 (PARENT COMPANY):
MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptio

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