Inbound Call Center Supervisor
6 months ago
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.
CANDIDATE 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 data-driven decisions.
- Ability to multitask, prioritize tasks, and manage competing priorities in a fast-paced 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.
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.
CONDITIONS OF EMPLOYMENT:
- Must be authorized to work in the country where the job is
-
Inbound Call Center Supervisor
6 months ago
Cape Town, South Africa MCI Careers Full timeLOCATION: Cape Town, ZA JOB TYPE: 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...
-
Inbound Call Center Supervisor
6 months ago
Cape Town, South Africa MCI Military Recruitment Full timePOSITION 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...
-
Inbound Call Center Manager
6 months ago
Cape Town, South Africa MCI Military Recruitment Full timePOSITION 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...
-
Inbound Call Center Manager
6 months ago
Cape Town, South Africa ValorVIP Full timePOSITION 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...
-
Inbound Call Center Director
6 months ago
Cape Town, South Africa ValorVIP Full timePOSITION OVERVIEW: **Job Title**:Inbound Call Center Director **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...
-
Inbound Call Center Director
6 months ago
Cape Town, South Africa MCI Careers Full timeLOCATION: Cape Town, ZA JOB TYPE: Full-Time POSITION OVERVIEW: **Job Title**:Inbound Call Center Director **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...
-
Inbound Call Center Director
6 months ago
Cape Town, South Africa MCI Military Recruitment Full timePOSITION OVERVIEW: **Job Title**:Inbound Call Center Director **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...
-
Inbound Call Center Manager
6 months ago
Cape Town, South Africa MCI Careers Full timeLOCATION: Cape Town, ZA JOB TYPE: 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...
-
Inbound Call Center Agent
6 months ago
Cape Town, South Africa MCI Careers Full timeLOCATION: Cape Town, ZA JOB TYPE: Full-Time POSITION OVERVIEW: **Job Title**:Inbound Call Center Agent **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...
-
Inbound Call Center Agent
6 months ago
Cape Town, South Africa MCI Jobs Full timePOSITION OVERVIEW: **Job Title**:Inbound Call Center Agent **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...
-
Inbound Call Center Agent
6 months ago
Cape Town, South Africa MCI Military Recruitment Full timePOSITION OVERVIEW: **Job Title**:Inbound Call Center Agent **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...
-
Inbound Call Center Agent
6 months ago
Cape Town, South Africa ValorVIP Full timePOSITION OVERVIEW: **Job Title**:Inbound Call Center Agent **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...
-
Call Center Supervisor Ii
6 months ago
Cape Town, South Africa MCI Careers Full timeLOCATION: Cape Town, ZA JOB TYPE: Full-Time POSITION OVERVIEW: **Job Title**:Call Center Supervisor II **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...
-
Call Center Supervisor Ii
6 months ago
Cape Town, South Africa MCI Military Recruitment Full timePOSITION OVERVIEW: **Job Title**:Call Center Supervisor II **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...
-
Call Center Supervisor Ii
6 months ago
Cape Town, South Africa ValorVIP Full timePOSITION OVERVIEW: **Job Title**:Call Center Supervisor II **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...
-
Call Center Collections Supervisor
6 months ago
Cape Town, South Africa MCI Military Recruitment Full timePOSITION OVERVIEW: **Job Title**: Call Center Collections 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...
-
Call Center Collections Supervisor
6 months ago
Cape Town, South Africa ValorVIP Full timePOSITION OVERVIEW: **Job Title**: Call Center Collections 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...
-
Call Center Agent
7 months ago
Cape Town, South Africa Matrashabd Consulting Full time**Responsibilities**: - Answer incoming calls promptly and professionally, addressing customer inquiries and concerns. - Make outbound calls to follow up on customer inquiries, provide information, or conduct surveys. - Listen attentively to customer needs and provide appropriate solutions or assistance. - Enter and update customer information accurately in...
-
Call Center Supervisor I
6 months ago
Cape Town, South Africa MCI Careers Full timeLOCATION: Cape Town, ZA JOB TYPE: Full-Time POSITION OVERVIEW: **Job Title**:Call Center Supervisor I **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...
-
Call Center Supervisor I
6 months ago
Cape Town, South Africa MCI Jobs Full timePOSITION OVERVIEW: **Job Title**:Call Center Supervisor I **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...