Inbound Call Center Supervisor

at  MCI Careers

LOCATION: Cape Town, ZA JOB TYPE: Full-Time POSITION OVERVIEW:
Job Title: Inbound Call Center Supervisor
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 dynamic and experienced Inbound Call Center Supervisor to join our team and oversee operations across various client campaigns. As a pivotal member of our call center leadership, you will play a crucial role in managing inbound call volume, coordinating with agents to address overflow, and providing support for outbound calling activities as needed. If you have proven leadership skills, a passion for customer service, and the ability to thrive in a fast-paced environment, we want to hear from you!
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:

• 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.