Outbound Call Center Supervisor

6 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 Supervisor (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 excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

**Position Overview**:
We are seeking a dedicated and experienced Outbound Call Center Supervisor to lead our team in political campaigning efforts. As a Supervisor, you will oversee outbound call operations, manage a team of agents, and ensure the success of our political campaigns through effective leadership and coordination.

POSITION RESPONSIBILITIES:
**Key Responsibilities**:

- Supervise and coordinate outbound call activities related to political campaigning, including voter outreach, surveying, and voter registration efforts.
- Train, mentor, and motivate call center agents to achieve campaign goals and performance targets.
- Monitor agent performance and provide regular feedback and coaching to improve call quality and productivity.
- Develop and implement call center strategies and tactics to optimize campaign effectiveness and efficiency.
- Ensure compliance with campaign guidelines, scripts, and regulatory requirements during all interactions with voters.
- Manage campaign databases and reporting systems to track call metrics, voter responses, and campaign outcomes.
- Handle escalated calls and address customer complaints or issues with professionalism and empathy.
- Collaborate with campaign managers and stakeholders to develop campaign plans, set targets, and evaluate results.
- Conduct regular team meetings to communicate campaign updates, share best practices, and address challenges.

CANDIDATE QUALIFICATIONS:
**WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?**
- Associate degree, Certification or Equivalent Combination of Training and Experience
- Proven Experience in an outbound call center environment, preferably in political campaigning or similar field, with a minimum of 3 years in a supervisory or leadership role.
- Strong leadership and coaching skills with the ability to motivate and inspire team members to achieve targets.
- Excellent communication and interpersonal skills, with the ability to interact effectively with diverse individuals.
- Proficiency in call center technology and CRM systems, with the ability to generate reports and analyze data to inform decision-making.
- Knowledge of political processes, campaigns, and election procedures is highly desirable.
- Ability to work effectively under pressure, manage competing priorities, and adapt to changing campaign dynamics.
- Flexibility to work evenings and weekends as needed to support campaign activities.
- Commitment to upholding ethical standards, neutrality, and professionalism in political campaigning.

CONDITIONS OF EMPLOYMENT:

- 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.

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, of 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 employee

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