Contact Center Supervisor

4 weeks ago

Cape Town, Western Cape, South Africa MCI, LC Full time
Job Title: Contact Center Supervisor

At MCI, we are seeking a highly motivated and experienced Contact Center Supervisor to join our team. As a Contact Center Supervisor, you will be responsible for leading a team of collections agents and overseeing the daily operations of the collections team within the call center.

Key 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.
  • Monitor and report on call metrics, analyzing data to identify trends and areas for improvement.
  • Identify inefficiencies and recommend process improvements to enhance team performance.
  • Ensure compliance with call policies and adherence to employee schedules.
  • Foster a positive and productive work environment for all team members.
Requirements:
  • National Senior Certificate (NSC) or an equivalent high school qualification.
  • A diploma or degree in a relevant field such as Business Management, Communication, or a related discipline preferred.
  • Certification in Call Center Management or Leadership can be advantageous.
  • Proven experience in debt collection, customer service, or call center operations, with a minimum of 2-3 years in a supervisory or leadership role.
  • Experience in managing call center operations, including handling escalations, monitoring performance metrics, and implementing process improvements.
  • Proven ability to lead, motivate, and develop a team.
  • Familiarity with key performance indicators (KPIs) and metrics used in call centers.
  • Excellent communication and interpersonal skills, with the ability to effectively communicate with diverse teams, stakeholders, and customers.
  • Proficiency in using call center technology, CRM systems, and productivity tools to manage operations, track performance, and drive continuous improvement.
  • Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and make data-driven decisions to improve performance and mitigate risks.
  • Ability to work collaboratively in a fast-paced, dynamic environment, prioritize competing demands, and adapt to changing business needs and priorities.
What We Offer:

We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.

We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and experienced professional looking for a new challenge, please submit your application, including your resume and a cover letter, to our careers page.

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