Inbound Call Center Manager

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:
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