Contact Center Supervisor - Lead & Coach Team in Cape Town

MCI; Cape Town; On-site; ZAR 300 000 - 400 000; Full time

Job summary

MCI, a leading BPO company, is seeking a Fixed-Term Onsite Contact Center Supervisor in Cape Town. This role involves overseeing daily operations, managing a team, and ensuring high levels of customer service. The ideal candidate will have leadership experience and a proven ability to meet KPIs. Join us to be part of an innovative team focused on delivering tailored solutions to meet diverse client needs.

Benefits

Paid Time Off

Health Benefits

Retirement Savings

Career Growth

Paid Training

Incentives & Rewards

Casual Dress Code

Qualifications

• 1-2 years of experience in a contact center supervisory role.
• Proven track record of meeting/exceeding KPIs.
• Strong communication and decision-making skills.

Responsibilities

• Supervise and develop a team of contact center agents.
• Monitor KPIs and ensure adherence to service level agreements.
• Handle escalations and provide resolutions to customer inquiries.

Skills

Leadership

Problem-solving

Communication

Team management

Education

National Senior Certificate (NSC)

Higher qualification in business management or customer service

Tools

CRM systems

Contact center technologies

Job description

MCI, a leading BPO company, is seeking a Fixed-Term Onsite Contact Center Supervisor in Cape Town. This role involves overseeing daily operations, managing a team, and ensuring high levels of customer service. The ideal candidate will have leadership experience and a proven ability to meet KPIs. Join us to be part of an innovative team focused on delivering tailored solutions to meet diverse client needs.