Call Center Supervisor II

at  MCI Careers

LOCATION: Cape Town, ZA JOB TYPE: Full-Time POSITION OVERVIEW:
Job Title: Call Center Supervisor II
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 dedicated and experienced individuals to join our team as a Call Center Supervisor II. If you have a passion for leadership, a strong understanding of call center operations, and a commitment to excellence, we invite you to apply for these rewarding positions.
To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.
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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 other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

DISCLAIMER:

The purpose of the above job description is to provide potential candidates with a general overview of the role. It’s not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

KEY RESPONSIBILITIES:

• Lead and oversee a team of call center supervisors.
• Develop and implement strategies to improve call center performance and efficiency.
• Monitor and analyze call center metrics to identify trends and areas for improvement.
• Provide coaching and guidance to supervisors to ensure team success.
• Implement quality assurance measures to maintain service standards.
• Handle complex customer inquiries and escalations.
• Collaborate with other departments to implement process improvements.
• Ensure compliance with company policies and procedures.