Client Support Operations Leader — Hybrid & Growth

MRI India; Cape Town; Hybrid; ZAR 700,000 - 900,000; Full time

Benefits offered by this job

Office breakfasts

Quarterly lunches

Virtual social events

DEI committee

Women and Allies

Pride Event Group

Medical Aid Scheme

Personal Pension plan

Parental Leave

Tuition Reimbursement

Flexibility to work from anywhere in a

Job summary

MRI Software in Cape Town is seeking a Manager within the Client Support team to oversee a group of Software Support Agents. You will oversee performance against goals, monitor queues, and coach the team to excel in customer interactions.

The role supports a hybrid model with some in-office and remote work options. Responsibilities include escalation management, regular team meetings, and contributing to strategic initiatives to improve efficiency and client experience.

Qualifications

• Excellent interpersonal and professional communication skills, both verbal and written.
• Strong time management and organizational skills.
• Ability to manage multiple tasks while focusing on priority issues.
• Excellent problem solving, leadership, and coaching skills.
• Ability to work as a member of a team and cross-functionally.

Responsibilities

• Manage the performance of team of Support Agents against all established Client Support goals.
• Monitor phone and e-case queues to ensure all calls and cases are responded to within established SLAs
• Provide coaching and constructive feedback to Support Agents to improve performance and enable your team to achieve all established goals & objectives.
• Participate in the escalation process including working with clients and other MRI departments to resolve client cases
• Conduct regularly scheduled team and one-on-one meetings with your direct reports to address issues, provide updates regarding performance, and give direction regarding company and department policies and procedures
• Conduct detailed service reviews with customers to review cases, set priorities and manage customer expectations.
• Develop and implement tactical plans for achieving strategic initiatives
• May participate in the development of strategic initiatives to improve department efficiencies, processes, and enhance the Client Experience
• Provide end of year merit increase and bonus recommendations.
• Assist in implementing training plans for direct reports and identify areas for agent development
• Adhere to all established MRI Software policies and guidelines
• Develop knowledgebase documentation and articles
• Performs other duties and responsibilities as assigned.

Skills

Interpersonal communication

Time management

Organizational skills

Leadership

Coaching

Team player

Job description

MRI Software in Cape Town is seeking a Manager within the Client Support team to oversee a group of Software Support Agents. You will oversee performance against goals, monitor queues, and coach the team to excel in customer interactions.

The role supports a hybrid model with some in-office and remote work options. Responsibilities include escalation management, regular team meetings, and contributing to strategic initiatives to improve efficiency and client experience.