Client Support Operations Manager (NA Hours)

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

As a Manager within our Client Support team, this individual will oversee a team of Software Support Agents who are responsible for responding to and resolving customer inquiries. Management of the team will include measuring the performance of Support Agents against established goals, ensuring all client interactions are handled in an efficient and quality focused manner, and providing coaching and feedback to improve Agent performance. Managers may also participate in the development of strategic initiatives and will be accountable for the tactical implementation of those initiatives within their teams. The role is working NA hours between 08:00 to 17:00 EST Monday to Friday. In addition, the role adheres to NA public holidays, allowing you to take leave on NA public holidays in place of recognised South African public holidays. We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 2-3 days of working from home per week. This role is based in the Cape Town office.

Essential Functions:

• 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.

Knowledge, Skills, & Abilities:

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

Training & Experience:

• Previous supervisory or management experience preferred
• Experience managing remote employees is a plus.
• Customer service experience preferred
• Inbound support centre experience preferred

Benefits & Perks:

• office breakfasts
• quarterly lunches
• virtual social events
• employee-led groups such as our DEI committee
• employee resource groups such as Women and Allies
• our Pride Event Group
• Medical Aid Scheme
• Personal Pension plan
• MRI Software Parental Leave benefit
• 25 days of annual leave plus Public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose!
• Tuition Reimbursement Schemes
• Flexibility to work from anywhere in the world for two weeks out of the year!
• Join our employee-led resource groups to maximize your experience at work.
• Add 16 extra hours to your time off to shorten your workday as part of our Flex at MRI program.
• Utilize 16 hours of paid time to volunteer.
• Know great workers? Our generous employee referral scheme rewards you for bringing in talent.
• Enjoy peace of mind with our regional-specific healthcare benefits for you and your family.
• Big on family? So are we! Our Parental Leave and parental support perks allow you to grow your family comfortably as an MRI employee.
• Maintain a fantastic work-life balance with PTO days plus observed holidays.
• Further your professional development and growth with our tuition reimbursement offerings.
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year.
• And more!

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can't be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it's a connected community of people who truly feel they belong. Whether we're investing in employee resource groups or providing tailored resources for each person to reach their full potential, we're passionate about creating a work environment that makes you excited to show up every single day. At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that's our goal every day. Because that's what industry leaders do. Whether you're joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. Amazing growth requires amazing employees. Are you up to the challenge? We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don't hesitate to apply. We'd love to hear from you!

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.

We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success.

Come and see for yourself! At MRI, our company culture is more than a talking point - it's what makes us shine! We value your hard work and encourage you to be your whole self while you do it. Passion, integrity, and inclusion mixed with a healthy dose of fun is what makes us the right fit for your next career move! We're completely dedicated to making this the best job you've ever had! We want our teams to love working here, so we've created some incredible perks for you to enjoy: Join our employee-led resource groups to maximize your experience at work. Add 16 extra hours to your time off to shorten your workday as part of our Flex at MRI program. Utilize 16 hours of paid time to volunteer. Know great workers? Our generous employee referral scheme rewards you for bringing in talent. Enjoy peace of mind with our regional-specific healthcare benefits for you and your family. Big on family? So are we! Our Parental Leave and parental support perks allow you to grow your family comfortably as an MRI employee. Maintain a fantastic work-life balance with PTO days plus observed holidays. Further your professional development and growth with our tuition reimbursement offerings. Enjoy the flexibility of working from anywhere in the world for two weeks out of the year. And more!

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