Inbound 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**: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**:

- Supervise and lead a team of inbound call center agents, providing guidance, coaching, and support to ensure adherence to performance standards, quality metrics, and campaign objectives.
- Monitor call queues, assess workload distribution, and adjust staffing levels as necessary to maintain service levels and response times across multiple client campaigns.
- Assist with handling overflow call volume, stepping in to answer calls, address escalated inquiries, and provide resolution to ensure optimal customer satisfaction.
- Conduct regular performance evaluations, provide constructive feedback, and identify opportunities for skill development and training to enhance agent performance and productivity.
- Collaborate with campaign managers and stakeholders to align call center activities with campaign goals, objectives, and messaging strategies, ensuring consistency in customer interactions and brand representation.
- Utilize call center software and reporting tools to track key performance indicators (KPIs), analyze call data, and generate reports on agent performance, call volume trends, and campaign outcomes.
- Implement and enforce call center policies, procedures, and best practices, ensuring compliance with regulatory requirements, confidentiality protocols, and quality assurance standards.
- Serve as a point of contact for escalated customer inquiries or complex issues, resolving disputes, addressing complaints, and providing solutions to ensure positive customer experiences.
- Foster a positive and collaborative team environment, promoting open communication, teamwork, and a culture of continuous improvement and excellence.
- Stay informed about industry trends, technology advancements, and best practices in call center management, leveraging insights to optimize operations and enhance customer service delivery.

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 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 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:
T

  • Inbound Call Center Manager

    6 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...

  • Inbound Call Center Manager

    6 months ago

    Cape Town, South Africa ValorVIP 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...

  • Inbound Call Center Director

    6 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

    6 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...

  • Inbound Call Center Director

    6 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 Supervisor

    6 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 Supervisor **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...

  • Inbound Call Center Supervisor

    6 months ago

    Cape Town, South Africa MCI Military Recruitment Full time

    POSITION OVERVIEW: **Job Title**:Inbound Call Center Supervisor **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 Supervisor

    6 months ago

    Cape Town, South Africa ValorVIP Full time

    POSITION OVERVIEW: **Job Title**:Inbound Call Center Supervisor **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 Agent

    6 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 Agent **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...

  • Inbound Call Center Agent

    6 months ago

    Cape Town, South Africa MCI Jobs Full time

    POSITION OVERVIEW: **Job Title**:Inbound Call Center Agent **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 Agent

    6 months ago

    Cape Town, South Africa MCI Military Recruitment Full time

    POSITION OVERVIEW: **Job Title**:Inbound Call Center Agent **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 Agent

    6 months ago

    Cape Town, South Africa ValorVIP Full time

    POSITION OVERVIEW: **Job Title**:Inbound Call Center Agent **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 Manager

    6 months ago

    Cape Town, South Africa Lexdan Select Full time

    Lexdan Select is assisting a Financial Wellness company with their search for a Call Center Manager, based in Cape Town. Functions: - Lead a team of Sales Agents and Team Leaders, providing guidance, support, and hands-on coaching - Develop a proper workforce plan where resources are allocated effectively to skills pools - Develop and implement sales...

  • Call Center Representative

    1 month ago

    Cape Town, South Africa MCI Careers Full time

    POSITION OVERVIEW: **_ CALL CENTER REPRESENTATIVE_**SALARY: Commensurate -: POSITION RESPONSIBILITIES: **_ WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?_** In this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each...

  • Inbound Sales Consultant

    1 month ago

    Cape Town, South Africa Call Centre Staffing Full time

    Job Description:As a Call Centre Inbound Sales Consultant, you will be the first point of contact for potential and existing customers. Your primary responsibility is to provide excellent customer service while driving sales of their network services and products. You will handle inbound and outbound calls, assisting customers with their inquiries,...

  • Inbound Sales Consultant

    1 week ago

    Cape Town, South Africa Call Centre Staffing Full time

    Job Description:As a Call Centre Inbound Sales Consultant, you will be the first point of contact for potential and existing customers. Your primary responsibility is to provide excellent customer service while driving sales of their network services and products. You will handle inbound and outbound calls, assisting customers with their inquiries,...

  • Call Center Representative

    6 months ago

    Cape Town, South Africa MCI Careers Full time

    LOCATION: Cape Town, ZA JOB TYPE: Full-Time & Part-Time PAY TYPES: Hourly + Bonus SALARY: Commensurate BENEFITS & PERKS: LOCAL REPRESENTATIVE: Paid Training, Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Advancement Opportunity, Flexible Schedules, Daily Contests, Prizes, Casual Dress Code, Regular Raises APPLICATION DETAILS: No Resume...

  • Call Center Agent

    7 months ago

    Cape Town, South Africa Pacific Credit Solutions Full time

    **About us** We are a US based financial company dialing out to US customers. we present ourselves in a professional manner but like to have a work environment that enables a comfortable environment. Our work environment includes: - Work-from-home days - Casual work attire - Relaxed atmosphere We are looking to hire experienced call center agents that...

  • Outbound/inbound Call Centre Manager

    6 months ago

    Cape Town, South Africa Seven Seas Recruitment Full time

    **Job Title**: Outbound/Inbound Call Centre Manager **Remuneration**: R28,000 - R32,000 per month (based on experience) **Job Type**: Full-time **Company Overview**: We are an innovative, contemporary, and dynamic Real Estate Brokerage located in Cape Town. With a yearly turnover exceeding R2 Billion, we aim to be the forefront brokerage brand globally,...

  • Call Center Agent

    7 months ago

    Cape Town, South Africa Matrashabd Consulting Full time

    **Responsibilities**: - Answer incoming calls promptly and professionally, addressing customer inquiries and concerns. - Make outbound calls to follow up on customer inquiries, provide information, or conduct surveys. - Listen attentively to customer needs and provide appropriate solutions or assistance. - Enter and update customer information accurately in...