Outbound Call Center Supervisor (Political Campaign)

Job Title: Outbound Call Center Supervisor (Political Campaign)

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 dedicated and experienced Outbound Call Center Supervisor to lead our team in political campaigning efforts. As a Supervisor, you will oversee outbound call operations, manage a team of agents, and ensure the success of our political campaigns through effective leadership and coordination.

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.

Key Responsibilities:

• Supervise and coordinate outbound call activities related to political campaigning, including voter outreach, surveying, and voter registration efforts.
• Train, mentor, and motivate call center agents to achieve campaign goals and performance targets.
• Monitor agent performance and provide regular feedback and coaching to improve call quality and productivity.
• Develop and implement call center strategies and tactics to optimize campaign effectiveness and efficiency.
• Ensure compliance with campaign guidelines, scripts, and regulatory requirements during all interactions with voters.
• Manage campaign databases and reporting systems to track call metrics, voter responses, and campaign outcomes.
• Handle escalated calls and address customer complaints or issues with professionalism and empathy.
• Collaborate with campaign managers and stakeholders to develop campaign plans, set targets, and evaluate results.
• Conduct regular team meetings to communicate campaign updates, share best practices, and address challenges.
• Stay informed about political issues, candidates, and campaign developments to provide accurate information and guidance to agents.

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated, dedicated and should possess the below qualities:

• Associate degree, Certification or Equivalent Combination of Training and Experience
• Proven Experience in an outbound call center environment, preferably in political campaigning or similar field, with a minimum of 3 years in a supervisory or leadership role.
• Strong leadership and coaching skills with the ability to motivate and inspire team members to achieve targets.
• Excellent communication and interpersonal skills, with the ability to interact effectively with diverse individuals.
• Proficiency in call center technology and CRM systems, with the ability to generate reports and analyze data to inform decision-making.
• Knowledge of political processes, campaigns, and election procedures is highly desirable.
• Ability to work effectively under pressure, manage competing priorities, and adapt to changing campaign dynamics.
• Flexibility to work evenings and weekends as needed to support campaign activities.
• Commitment to upholding ethical standards, neutrality, and professionalism in political campaigning.

• 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.

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.

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.

It is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, of Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.  All aspects of employment at MCI are based solely on a person's merit and qualifications.  MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.  MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics.  We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

MCI (www.mci.world) helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, call center services, customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times respectively. MCI has fifteen business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Texas, Massachusetts, New Hampshire, South Dakota, New Mexico, California, Kansas, and Nova Scotia. 

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have a synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP).

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.