Contact Center Supervisor

at  MCI Careers

LOCATION: Cape Town, ZA JOB TYPE: Full-Time SALARY: Commensurate POSITION OVERVIEW:
Job Title: Contact Center Supervisor
Job Type: Permanent, Full-time
Location: Onsite, Pinelands, Cape Town
Hours: US Hours with flexibility to work on weekends.
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.
We are seeking a Contact Center Supervisor who will be responsible for overseeing the daily operations of the 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. You will provide guidance, support, and coaching to the agents to optimize their performance and achieve collection targets.
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.

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:

• 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.