Team Leader

POSITION OVERVIEW:
MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We’re seeking an experienced Team Leader to guide a high-performing team in our Collections Department. Our client delivers innovative connectivity and entertainment solutions with a strong focus on customer experience.

This position requires working hours aligned with the United States, ensuring seamless communication and collaboration across teams and stakeholders within this time zone.POSITION RESPONSIBILITIES:
**Key Responsibilities**:

- Lead and support a team of 15-20 collection agents, ensuring consistent achievement of individual and team goals.
- Monitor key performance indicators and implement strategies to improve operational efficiency.
- Conduct regular performance evaluations, provide coaching and feedback, and manage performance improvement plans.
- Oversee daily operations, ensuring compliance with company policies, quality standards, and productivity benchmarks.
- Analyze data to report on team performance, efficiency metrics, and collection outcomes.
- Manage attendance, schedule adherence, and equitable workload distribution.
- Address employee relations issues, including disciplinary actions and conflict resolution, in accordance with company and labor guidelines.
- Collaborate with leadership to identify process enhancements and drive continuous improvement.

CANDIDATE QUALIFICATIONS:
**WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?**
- Matric/**Grade 12 required**; a tertiary qualification in Business, Management, or a related field is a plus.
- ** Clear criminal record**:

- Minimum of **2 years’ experience** in a supervisory role within a call center (collections experience preferred).
- Demonstrated ability to effectively manage a team of 15-20 agents.
- Strong understanding of performance management and target tracking.
- Solid **knowledge of Industrial Relations** (IR) and experience handling IR-related matters.
- Excellent communication, coaching, and problem-solving skills.
- High level of attention to detail and strong organizational abilities.
- Proficiency in Microsoft Excel and reporting tools is advantageous.

COMPENSATION DETAILS:
**WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?**

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

**What You Can Expect from MCI**:
We understand the importance of balance and support, which is why we offer a variety of benefits that go beyond Salary. Our team members enjoy:

- ** Annual Leave**: Earn paid time off to rest, recharge, or attend to personal matters.
- ** Health Benefits**:After probation, employees qualify for Medical Insurance. This gives you access to general practitioners, chronic medication, basic dental and optical care, as well as emergency services, ensuring essential healthcare support and peace of mind.
- ** Career Growth**: We prioritize internal promotions and offer clear pathways for advancement across departments.
- ** Paid Training**: Gain valuable skills and knowledge while earning a salary.
- ** Positive Work Environment**: Join a collaborative, team-oriented culture that values engagement and support.
- ** Casual Dress Code**: Enjoy a relaxed dress policy that lets you work comfortably.

**Compensation & Benefits that Fit Your Life**
MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

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 ot