Inbound Call Center Director

POSITION OVERVIEW

Job Title: Inbound Call Center Director

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 Director to lead our team and drive excellence in customer service across various client campaigns. As a strategic leader, you will oversee all aspects of inbound call center operations, manage overflow calls effectively, and provide support for outbound initiatives as needed. If you have a proven track record of success in call center leadership, a passion for delivering exceptional customer experiences, and the ability to drive operational efficiency, 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.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Provide strategic leadership and direction for the inbound call center team, setting clear objectives, performance goals, and service level targets to ensure the achievement of business objectives and client satisfaction.
• Oversee the day-to-day operations of the inbound call center, including call volume forecasting, workforce scheduling, and resource allocation, to optimize staffing levels and response times across multiple client campaigns.
• Collaborate with campaign managers, stakeholders, and clients to understand campaign requirements, objectives, and messaging strategies, ensuring alignment with call center activities and customer interactions.
• Monitor call center performance metrics, key performance indicators (KPIs), and quality assurance standards, utilizing data-driven insights to identify trends, address issues, and drive continuous improvement initiatives.
• Develop and implement call center policies, procedures, and best practices, ensuring compliance with regulatory requirements, industry standards, and company policies.
• Lead, mentor, and coach call center supervisors, team leaders, and agents, fostering a culture of accountability, engagement, and continuous learning to drive performance excellence.
• Conduct regular performance evaluations, performance reviews, and one-on-one coaching sessions with supervisors and agents, providing constructive feedback, recognition, and development opportunities.
• Drive customer-centric initiatives and service enhancements to improve the overall customer experience, increase customer satisfaction, and foster long-term customer loyalty.
• Serve as a point of escalation for complex customer inquiries, complaints, and issues, working closely with supervisors and agents to resolve problems, address concerns, and ensure customer satisfaction.
• Stay informed about industry trends, technology advancements, and best practices in call center management, leveraging insights to optimize operations, enhance service delivery, and drive business growth.

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, dedicated and should possess the below qualities:

• Bachelor's degree in business administration, communications, or a related field.
• Proven experience in call center management, with a minimum of 6 years of experience in a leadership role overseeing inbound call center operations.
• Strong leadership, interpersonal, and communication skills, with the ability to effectively manage teams, collaborate with stakeholders, and drive performance improvements.
• Extensive knowledge of call center operations, customer service principles, and best practices, with a focus on delivering exceptional service and exceeding customer expectations.
• Proficiency in call center software, CRM systems, and reporting tools, with the ability to analyze data, generate reports, and make data-driven decisions to optimize performance.
• Excellent problem-solving, decision-making, and conflict resolution skills, with a focus on driving operational efficiency, improving service quality, and achieving business objectives.
• Ability to multitask, prioritize tasks, and manage competing priorities in a fast-paced environment, while maintaining composure, professionalism, and attention to detail.
• Strong commitment to continuous learning, personal development, and staying abreast of industry trends, technology advancements, and best practices in call center management.

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.

• Bachelor's degree in business administration, communications, or a related field.
• Proven experience in call center leadership, with a minimum of 6 years of experience in a senior leadership role overseeing inbound call center operations.
• Strong leadership, interpersonal, and communication skills, with the ability to inspire and motivate teams, build strong relationships, and drive performance improvements.
• Extensive knowledge of call center operations, customer service principles, and best practices, with a focus on delivering exceptional service and exceeding customer expectations.
• Proficiency in call center software, CRM systems, and reporting tools, with the ability to analyze data, generate reports, and make data-driven decisions to optimize performance.
• Excellent problem-solving, decision-making, and conflict resolution skills, with a focus on driving operational efficiency, improving service quality, and achieving business objectives.
• Ability to multitask, prioritize tasks, and manage competing priorities in a fast-paced environment, while maintaining composure, professionalism, and attention to detail.
• Strong commitment to continuous learning, personal development, and staying abreast of industry trends, technology advancements, and best practices in call center management.

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

• 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.

REASONABLE ACCOMMODATION

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.

EQUAL OPPORTUNITY EMPLOYER

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.

ABOUT MCI (PARENT COMPANY)

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).

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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.