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Call Center Operations Supervisor

1 week ago

Cape Town, Western Cape, South Africa MCI Full time
About the Position
We are seeking a highly motivated and experienced Call Center Operations Supervisor to join our team. As a key member of our leadership team, you will be responsible for overseeing the daily operations of our collections team within the call center. Your role involves leading a team of collections agents, monitoring performance metrics, and implementing strategies to maximize debt recovery while maintaining compliance with regulatory standards.

Responsibilities
• Provide leadership, direction, and support to a team of collections agents, fostering a positive and high-performing work environment.
• Identify performance gaps and develop action plans to address areas for improvement.
• Conduct regular performance reviews and provide constructive feedback to employees.
• Handle escalated customer complaints or concerns, ensuring timely and satisfactory resolutions.

Requirements
The ideal candidate for this position is highly motivated, dedicated, and possesses the following qualities:
• Extensive experience in collections, with a strong understanding of debt recovery processes and strategies.
• A minimum of 2-3 years in a supervisory or leadership role within a call center environment is essential.
• Certification in Call Center Management or Leadership is advantageous.
• Familiarity with key performance indicators (KPIs) and metrics used in call centers to measure and enhance performance.

About MCI
MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance.