- Develop and implement call center strategies to meet organizational objectives.
- Lead and manage a team of call center supervisors and agents, ensuring high performance and productivity.
- Establish performance metrics and KPIs to measure and improve call center efficiency and effectiveness.
- Monitor call center operations to ensure compliance with company policies and procedures.
- Collaborate with other departments to identify and implement process improvements and best practices.
- Analyze call center data and trends to identify areas for improvement and optimization.
- Drive employee engagement and retention initiatives to create a positive and inclusive work environment.
- Stay abreast of industry trends and best practices to maintain a competitive edge in the marketplace.
- Manage budget and resource allocation for the call center department.
- Serve as the primary point of contact for escalations and issue resolution.
- Bachelor's degree in business administration or a related field.
- Proven experience in call center management, with a minimum of 6 years in a leadership role.
- Strong leadership and interpersonal skills, with the ability to motivate and inspire teams.
- Excellent communication and negotiation skills.
- Proficiency in call center technologies and software.
- Demonstrated ability to drive process improvements and operational excellence.
- Strong analytical and problem-solving skills.
- Ability to thrive in a fast-paced and dynamic environment.
- Knowledge of relevant industry regulations and compliance requirements.
- Must be authorized to work in their country of residence.
- 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.
Director of Call Center Operations - Cape Town, South Africa - The Sydney Call Centre
Description
POSITION OVERVIEW
Job Title: Director of Call Center Operations
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 an experienced and dynamic Director of Call Center Operations to oversee and optimize our call center activities. The ideal candidate will possess strong leadership skills, a strategic mindset, and a proven track record of driving operational excellence in a fast-paced environment.
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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POSITION RESPONSIBILITIES
Key Responsibilities:
CANDIDATE QUALIFICATIONS
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 and dedicated and should possess the below qualities:
COMPENSATION DETAILS
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.
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.
CONDITIONS OF EMPLOYMENT