Director of Call Center Operations

7 months ago

Cape Town, South Africa ValorVIP 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.

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 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.

REGARDING COVID-19:
As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.

Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.

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 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

  • Director of Call Center Operations

    7 months ago

    Cape Town, South Africa MCI Military Recruitment 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...

  • Director of Call Center Operations

    7 months ago

    Cape Town, South Africa MCI Jobs 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...

  • Director of Call Center Operations

    7 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....

  • Customer Service Call Center Agent

    2 weeks ago

    Cape Town, South Africa Mariposa Call Center Full time

    Mariposa is growing again; our biggest client has an exciting new opportunity for us here! We are currently looking for dynamic individuals to join our team for this new adventure. Agents do NOT have to make cold calls. We are hiring for our biggest client that provides outstanding contact centre services for the moving and storage industry. Full training...

  • Inbound Call Center Director

    7 months ago

    Cape Town, South Africa ValorVIP 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...

  • Inbound Call Center Director

    7 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...

  • Inbound Call Center Director

    7 months ago

    Cape Town, South Africa MCI Careers Full time

    LOCATION: 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...

  • Call Center Operations Director

    7 months ago

    Cape Town, South Africa TTEC Full time

    Call Center Operations Director Operations Director - Cape Town At TTEC, we’re all about the Human Experience. Elevated. As an Operations / Service Delivery Director in our Cape Town site, you will be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company...

  • Call Center Operations Director

    7 months ago

    Cape Town, South Africa TTEC Full time

    Call Center Operations Director-03X2C **Description**: Operations Director - Cape Town At TTEC, we’re all about the Human Experience. Elevated. As an Operations / Service Delivery Director in our Cape Town site, you will be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment...

  • Recruitment for Call Center Agents May 2023

    4 days ago

    Cape Town, South Africa Linda Recruit for Call Center Full time

    Great opportunity to grow your career. We are an outbound call center looking for individuals to join the call center environment. We do sales over the phones. **Requirements**: - Must be outspoken and computer literate. - Must speak fluent English /Afrikaans or any African Lang On offer: - Basic and Commission - Incentives Full Training will be...

  • Call Center Collections Director

    7 months ago

    Cape Town, South Africa MCI Military Recruitment Full time

    POSITION OVERVIEW: **Job Title**: Call Center Collections 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...

  • Call Center Collections Director

    7 months ago

    Cape Town, South Africa ValorVIP Full time

    POSITION OVERVIEW: **Job Title**: Call Center Collections 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...

  • Recruitment for Call Center Agents March 2023

    10 hours ago

    Cape Town, South Africa Linda Recruit for Call Center Full time

    We are looking for outspoken ,goal getter ,Money driven individuals top join our dynamic team. We are an outbound call center We do sales telepathically. **Requirements**: - Matric - Must be outspoken and computer literate. - Must speak fluent English /Afrikaans or any African Lang On offer: - Basic and Commission - Incentives Full Training will be...

  • Sales Agents Required for Call Center 2023

    4 days ago

    Cape Town, South Africa Linda Recruit for Call Center Full time

    We outbound call centers in the Western Cape. We are an authorized dealer of Vodacom as well as Cell C. We don’t only offer you success, but growth possibilities as well. If you are confident, savvy, money hungry, self-motivated, and a team player then this is the place for you! If you think you obtain the characteristics mentions then, **APPLY...

  • Group Operations Director

    2 days ago

    Cape Town, South Africa The OMG Center Full time

    **Group Operations Director** **Salary**: R590k to R690k p/a **Work Days**: Monday - Thursday 0900-1700 _(4 day week is at the discretion of leadership based on needs)_ **The Companies**: The company is comprised of a group of interests which all need some levels of operational leadership. The primary organisation for support is The OMG Center Ltd as this...

  • Outbound Call Center Director

    9 months ago

    Cape Town, South Africa ValorVIP Full time

    POSITION OVERVIEW: **Job Title**:Outbound Call Center Director (Political Campaign) **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...

  • Outbound Call Center Director

    7 months ago

    Cape Town, South Africa MCI Military Recruitment Full time

    POSITION OVERVIEW: **Job Title**:Outbound Call Center Director (Political Campaign) **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...

  • Senior Operations Manager

    2 weeks ago

    Cape Town, South Africa SubjectWell Full time

    **About SubjectWell**: SubjectWell is a venture-backed technology startup on an unstoppable mission to disrupt patient recruitment for clinical trials, a $100 billion dollar sector. Clinical trials need millions of qualified patient volunteers, but regularly fall behind schedule because patients are unaware of the benefits of clinical trials or even how to...

  • Outbound Call Center Director

    7 months ago

    Cape Town, South Africa MCI Careers Full time

    LOCATION: Cape Town, ZA JOB TYPE: Full-Time POSITION OVERVIEW: **Job Title**:Outbound Call Center Director (Political Campaign) **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...

  • Managing Director

    4 days ago

    Cape Town, South Africa Surgo HR & Training Full time

    About the Position Our Client is recruiting for a Managing Director to lead the strategic planning and execution of all call center operations in their Cape Town office. The successful individual will own overall responsibility for the call center and will have a direct impact in acquiring, engaging, cultivating and leading their patient education and...