Inbound Call Center Supervisor

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.

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.

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
• Previous experience in a call center supervisory or leadership role, with a demonstrated track record of success in managing inbound call volume, coaching agents, and driving performance improvements. 
• Strong leadership and interpersonal skills, with the ability to motivate, inspire, and mentor team members to achieve individual and team goals.
• Excellent communication skills, both verbal and written, with the ability to effectively communicate with team members, stakeholders, and clients.
• Proficiency in using call center software, CRM systems, and reporting tools to monitor performance metrics, analyze data, and make data-driven decisions.
• Ability to multitask, prioritize tasks, and manage competing priorities in a fast-paced environment, while maintaining composure and professionalism under pressure.
• Knowledge of call center operations, customer service principles, and best practices, with a commitment to delivering exceptional service and exceeding customer expectations.

• 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.