- Supervise and manage daily operations of the call center team.
- Monitor call queues and ensure adherence to performance targets.
- Provide coaching and feedback to call center agents to improve performance.
- Conduct regular performance evaluations and implement corrective actions as needed.
- Assist in the development and implementation of call center policies and procedures.
- Handle escalated customer inquiries and complaints.
- Collaborate with other departments to ensure seamless operations.
- Generate reports and analyze data to identify trends and opportunities for improvement.
- Associate, Degree, Certification or Equivalent Combination of Training and Experience.
- Previous experience in call center operations.
- Strong leadership and interpersonal skills.
- Excellent communication and problem-solving abilities.
- Ability to multitask and work in a fast-paced environment.
- Proficiency in call center technologies and software.
- 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.
Operations Supervisor I - Cape Town, South Africa - The Sydney Call Centre
Description
POSITION OVERVIEW
Job Title: Operations Supervisor I
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 dedicated and experienced individuals to join our team as an Operations Supervisor I. If you have a passion for leadership, a strong understanding of call center operations, and a commitment to excellence, we invite you to apply for these rewarding positions.
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.
-
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