Outbound Call Center Manager

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 Manager (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 dynamic and experienced Outbound Call Center Manager to spearhead our political campaigning efforts. As a Manager, you will be responsible for leading a team of call center supervisors, coordinating campaign strategies, and driving the success of our political outreach initiatives.

POSITION RESPONSIBILITIES:
**Key Responsibilities**:

- Lead and oversee all aspects of outbound call center operations related to political campaigning, including voter outreach, persuasion calls, and mobilization efforts.
- Develop and implement comprehensive campaign plans, strategies, and tactics to achieve campaign objectives and targets.
- Manage a team of call center supervisors and agents, providing guidance, support, and mentorship to ensure high performance and productivity.
- Monitor campaign performance metrics, analyze data, and generate reports to track progress, identify trends, and make data-driven decisions.
- Collaborate with campaign strategists, political consultants, and stakeholders to develop messaging, scripts, and campaign materials that resonate with target audiences.
- Ensure compliance with campaign regulations, legal requirements, and ethical standards in all outreach activities and communications.
- Oversee the management of campaign databases, voter lists, and contact lists to ensure accuracy, security, and data integrity.
- Handle escalated issues, complaints, or inquiries from voters, campaign volunteers, and team members with professionalism and efficiency.
- Conduct regular meetings, training sessions, and performance reviews to communicate expectations, provide feedback, and foster a positive team environment.
- Stay abreast of political developments, policy issues, and electoral trends to inform campaign strategies and messaging.

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 4 years in a Managerial role.
- Strong leadership and management skills with the ability to inspire, motivate, and empower team members to achieve campaign goals.
- Excellent communication, negotiation, and interpersonal skills, with the ability to build relationships and collaborate effectively with diverse stakeholders.
- Proficiency in campaign management tools, CRM systems, and data analytics software to track and analyze campaign performance.
- Deep understanding of political processes, electoral systems, and campaign tactics, with a passion for civic engagement and social change.
- Ability to thrive in a fast-paced, high-pressure environment, manage competing priorities, and adapt to changing campaign dynamics.
- Commitment to upholding ethical standards, transparency, and integrity in political campaigning activities.
- Flexibility to work evenings, weekends, and irregular hours as needed to support campaign activities and meet deadlines.

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 accommod

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