Inbound Call Center Manager

5 months ago

Cape Town, South Africa MCI Military Recruitment 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 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 highly skilled and experienced Inbound Call Center Manager to join our team and oversee operations across various client campaigns. As a strategic leader, you will play a pivotal role in managing inbound call center activities, coordinating with supervisors to address overflow, and providing support for outbound calling initiatives as needed. If you have a proven track record of success in call center management, a passion for delivering exceptional customer service, and the ability to drive operational excellence, we want to hear from you

POSITION RESPONSIBILITIES:
**Key Responsibilities**:

- Lead and manage a team of inbound call center supervisors, agents, and support staff, providing guidance, direction, and support to ensure the achievement of performance goals, service level agreements, and campaign objectives.
- 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.
- Provide leadership, mentorship, and coaching to call center supervisors 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.
- Collaborate with training and development teams to design and deliver training programs, workshops, and coaching sessions to enhance agent skills, knowledge, and performance.
- 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?**
- Associate degree, Certification or Equivalent Combination of Training and Experience
- Proven experience in call center management, with a minimum of 4 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

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