Call Center Supervisor

Mci, Lc; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A fast-growing business services company in Cape Town seeks an experienced Call Center Supervisor to lead their Payables Support team. This role involves motivating agents, managing daily operations, ensuring compliance, and tracking performance metrics. Candidates should have at least 2 years of leadership experience within a BPO setting. The position offers an opportunity to foster a positive work culture while guiding agents in delivering outstanding customer service and maximizing performance. Competitive packages and benefits included.

Benefits

Annual Leave

Health Benefits after probation

Paid Training

Positive Work Environment

Casual Dress Code

Qualifications

• At least 2 years in a leadership or supervisory role within a BPO or contact center.
• Experience as a QA, Trainer, or Senior Agent is a strong advantage.
• Comfortable using CRM tools and generating reports.

Responsibilities

• Lead and support your team: Motivate agents to meet performance goals.
• Manage daily operations: Oversee attendance and productivity.
• Track performance: Monitor KPIs like quality and customer satisfaction.

Skills

Leadership

Coaching

Communication

Analytical skills

Education

Grade 12 / National Senior Certificate (NSC)

Tertiary qualification in Finance, Business Administration, or related field

Tools

CRM tools

Job description

POSITION OVERVIEW MCI is one of the fastest-growing tech‑enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries.

We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e‑commerce, and financial services.

Our contact centers are powered by both on‑site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry‑leading organization.

We're looking for a dedicated and inspiring Call Center Supervisor to lead our Payables Support team.

In this role, you'll guide a group of agents who assist customers with payment‑related questions and account support.

Your leadership will be key to delivering a smooth, positive customer experience and driving team performance.

Start Date: 22 December. This position requires working hours aligned with the United States, ensuring seamless communication and collaboration across teams and stakeholders within this time zone.

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

• Lead and support your team: Motivate agents to meet performance goals and provide outstanding service.
• Manage daily operations: Oversee attendance, schedule adherence, and productivity to keep things running smoothly.
• Track performance: Monitor KPIs like quality, accuracy, response time, and customer satisfaction.
• Coach and develop: Hold regular one‑on‑one sessions to offer feedback, support growth, and help team members succeed.
• Ensure compliance: Uphold company policies and payment security standards.
• Collaborate across teams: Work with QA, Training, and Workforce Management to improve processes and maintain high service standards.
• Handle escalations: Step in to resolve complex customer issues and payment concerns.
• Support onboarding: Help prepare for new hire training and ensure alignment with client expectations.
• Analyze and improve: Use performance data to spot trends and identify areas for improvement.
• Build team culture: Foster a positive, accountable, and engaging work environment.

Candidate Qualifications

All positive, and driven applicants are encouraged to apply.

• Grade 12 / National Senior Certificate (NSC) required; a tertiary qualification in Finance, Business Administration, Accounting, or a related field is advantageous.
• At least 2 years in a leadership or supervisory role within a BPO or contact center (Customer Service, Back Office, or Financial Support).
• Experience as a QA, Trainer, or Senior Agent is a strong advantage.
• Background in financial services, payment processing, or logistics is a big plus.
• Comfortable using CRM tools and generating reports.
• Strong written communication and documentation skills.
• Basic math and analytical abilities for payment oversight.
• Excellent communication and people skills.
• Ability to coach, mentor, and hold team members to high standards.
• Organized and solution‑oriented.
• Detail‑focused with a strong sense of compliance.
• Professional, service‑driven, and motivated to lead by example.

Conditions of Employment

All MCI Locations Must be authorized to work in the country where the job is based.

Subject to the program and location of the position 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.

(Does not apply in Canada)

Compensation Details

At MCI, we believe that your hard work deserves recognition and reward.

Our compensation and benefits packages are designed to be competitive and to grow with you over time.

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI : We understand the importance of balance and support, which is why we offer a variety of benefits that go beyond Salary.

Our team members enjoy:

• Annual Leave: Earn paid time off to rest, recharge, or attend to personal matters.
• Health Benefits: After probation, employees qualify for Medical Insurance. This gives you access to general practitioners, chronic medication, basic dental and optical care, as well as emergency services, ensuring essential healthcare support and peace of mind.
• Career Growth: We prioritize internal promotions and offer clear pathways for advancement across departments.
• Paid Training: Gain valuable skills and knowledge while earning a salary.
• Positive Work Environment: Join a collaborative, team‑oriented culture that values engagement and support.
• Casual Dress Code: Enjoy a relaxed dress policy that lets you work comfortably.

Compensation 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 pounds.

Reasonable Accommodation

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.

The policy regarding requests for reasonable accommodation applies to all aspects of employment.

If reasonable accommodations are needed, please contact Human Resources.

Diversity and Equality

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 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, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In , Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the nd Fastest Growing Privately Company in the USA, making the coveted top for the first time.

MCI's subsidiaries had previously made Inc. Magazine's List of Fastest‑Growing Companies 15 times, respectively.

MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

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 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), 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