Contact Center Team Lead

3 weeks ago


Mahwah, New Jersey, United States MCI Careers Full time
About the Role

MCI Careers is seeking a highly skilled and experienced Contact Center Supervisor to join our team. As a Contact Center Supervisor, you will be responsible for overseeing the daily operations of the collections team within the call center.

Key Responsibilities
  • Leadership and Team Management: Provide leadership, direction, and support to a team of collections agents, fostering a positive and high-performing work environment.
  • Performance Monitoring and Improvement: Identify performance gaps and develop action plans to address areas for improvement.
  • Employee Development and Coaching: Conduct regular performance reviews and provide constructive feedback to employees.
  • Customer Service and Escalations: Handle escalated customer complaints or concerns, ensuring timely and satisfactory resolutions.
  • Call Metrics and Analysis: Monitor and report on call metrics, analyzing data to identify trends and areas for improvement.
  • Process Improvement: Identify inefficiencies and recommend process improvements to enhance team performance.
  • Compliance and Adherence: Ensure compliance with call policies and adherence to employee schedules.
  • Work Environment: Foster a positive and productive work environment for all team members.
Requirements
  • Education: National Senior Certificate (NSC) or an equivalent high school qualification.
  • Experience: Proven experience in debt collection, customer service, or call center operations, with a minimum of 2-3 years in a supervisory or leadership role.
  • Skills: Excellent communication and interpersonal skills, with the ability to effectively communicate with diverse teams, stakeholders, and customers.
  • Technical Skills: Proficiency in using call center technology, CRM systems, and productivity tools to manage operations, track performance, and drive continuous improvement.
  • Analytical and Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and make data-driven decisions to improve performance and mitigate risks.
About MCI Careers

MCI Careers 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.

We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.



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