Inbound Call Center Director

5 months ago

Cape Town, South Africa MCI Military Recruitment 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 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 Director to lead our team and drive excellence in customer service across various client campaigns. As a strategic leader, you will oversee all aspects of inbound call center operations, manage overflow calls effectively, and provide support for outbound initiatives as needed. If you have a proven track record of success in call center leadership, a passion for delivering exceptional customer experiences, and the ability to drive operational efficiency, we want to hear from you

POSITION RESPONSIBILITIES:
**Key Responsibilities**:

- Provide strategic leadership and direction for the inbound call center team, setting clear objectives, performance goals, and service level targets to ensure the achievement of business objectives and client satisfaction.
- Oversee the day-to-day 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 data-driven 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.
- Lead, mentor, and coach call center supervisors, team leaders, and agents, fostering a culture of accountability, engagement, and continuous learning to drive performance excellence.
- Conduct regular performance evaluations, performance reviews, and one-on-one coaching sessions with supervisors and agents, providing constructive feedback, recognition, and development opportunities.
- Drive customer-centric initiatives and service enhancements to improve the overall customer experience, increase customer satisfaction, and foster long-term customer loyalty.
- 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.

STANDARD QUALIFICATIONS:
**WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?**
- Bachelor's degree in business administration, communications, or a related field.
- Proven experience in call center management, with a minimum of 6 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 data-driven decisions to optimize performance.
- Excellent problem-solving, decision-making, 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 fast-paced 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.

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 sede

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