420 Contact Center jobs in South Africa

LOCATION Cape Town, ZAPOSITION OVERVIEW

MCI 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 are seeking a dynamic and experienced Fixed-Term Onsite Contact Center Supervisor to oversee daily operations and ensure team performance meets business objectives. The ideal candidate will be responsible for managing a team, monitoring key performance indicators (KPIs), and ensuring high levels of customer service. This role requires hands-on leadership to support operational efficiency, meet service level agreements, and drive continuous improvement.

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

Key Responsibilities:

• Supervise, mentor, and develop a team of contact center agents to meet performance targets.

• Monitor and analyze KPIs, ensuring adherence to service level agreements and operational goals.

• Provide real-time coaching and support to agents to improve performance and customer satisfaction.

• Conduct regular team meetings and one-on-one coaching sessions to enhance agent productivity.

• Handle escalations and provide resolutions to customer inquiries and complaints.

• Collaborate with other departments to streamline processes and improve overall customer experience.

• Manage agent scheduling, attendance, and adherence to workforce management guidelines.

• Identify training needs and work with the training department to enhance agent capabilities.

• Generate reports and provide insights on operational efficiency and agent performance.

• Ensure compliance with company policies, procedures, and industry regulations.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• National Senior Certificate (NSC) or an equivalent high school qualification.

• Minimum of 1-2 years of experience in a contact center supervisory role.

• Proven track record of meeting and exceeding KPIs.

• Additional certifications or qualifications in business management, customer service, or leadership are advantageous.

• Strong leadership and people management skills with the ability to motivate a team.

• Excellent problem-solving and decision-making abilities.

• Proficiency in using contact center technologies, reporting tools, and CRM systems.

• Strong verbal and written communication skills.

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.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

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 and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Compensation & Benefits that Fit Your Life MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; 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 (40) 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, anddiscipline. 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 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 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 736), 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 & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua,EastWest BPO, TeleTechnology, and Vinculum.

DISCLAIMER

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

#J-18808-Ljbffr

POSITION OVERVIEW MCI 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 are seeking a dynamic and experienced Fixed-Term Onsite Contact Center Supervisor to oversee daily operations and ensure team performance meets business objectives. The ideal candidate will be responsible for managing a team, monitoring key performance indicators (KPIs), and ensuring high levels of customer service. This role requires hands-on leadership to support operational efficiency, meet service level agreements, and drive continuous improvement. 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 Key Responsibilities: Supervise, mentor, and develop a team of contact center agents to meet performance targets. Monitor and analyze KPIs, ensuring adherence to service level agreements and operational goals. Provide real-time coaching and support to agents to improve performance and customer satisfaction. Conduct regular team meetings and one-on-one coaching sessions to enhance agent productivity. Handle escalations and provide resolutions to customer inquiries and complaints. Collaborate with other departments to streamline processes and improve overall customer experience. Manage agent scheduling, attendance, and adherence to workforce management guidelines. Identify training needs and work with the training department to enhance agent capabilities. Generate reports and provide insights on operational efficiency and agent performance. Ensure compliance with company policies, procedures, and industry regulations. CANDIDATE QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities: National Senior Certificate (NSC) or an equivalent high school qualification. Minimum of 1-2 years of experience in a contact center supervisory role. Proven track record of meeting and exceeding KPIs. Additional certifications or qualifications in business management, customer service, or leadership are advantageous. Strong leadership and people management skills with the ability to motivate a team. Excellent problem-solving and decision-making abilities. Proficiency in using contact center technologies, reporting tools, and CRM systems. Strong verbal and written communication skills. COMPENSATION DETAILS WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? 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 and incentives that go beyond a paycheck. Our team members enjoy: Paid Time Off: Earn PTO and paid holidays to take the time you need. Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars! Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location. Retirement Savings: Secure your future with retirement savings programs, where available. Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges. Life Insurance: Access life insurance options to safeguard your loved ones. Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities. Paid Training: Learn new skills while earning a paycheck. Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement. Casual Dress Code: Be comfortable while you work. Compensation & Benefits that Fit Your Life MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued. If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today! PHYSICAL REQUIREMENTS This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; 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 (40) pounds. 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. 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. EQUAL OPPORTUNITY EMPLOYER 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, anddiscipline. 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 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 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 736), 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 & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaa S, Market Force, Gravis Apps, Gravis Marketing, March East, Mass Markets, MCI Federal Services (MFS), On Brand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, East West BPO, Tele Technology, and Vinculum. . The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason. #J-18808-Ljbffr

POSITION OVERVIEW MCI 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 are seeking a dynamic and experienced Fixed-Term Onsite Contact Center Supervisor to oversee daily operations and ensure team performance meets business objectives. The ideal candidate will be responsible for managing a team, monitoring key performance indicators (KPIs), and ensuring high levels of customer service. This role requires hands-on leadership to support operational efficiency, meet service level agreements, and drive continuous improvement. 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 Key Responsibilities: Supervise, mentor, and develop a team of contact center agents to meet performance targets. Monitor and analyze KPIs, ensuring adherence to service level agreements and operational goals. Provide real-time coaching and support to agents to improve performance and customer satisfaction. Conduct regular team meetings and one-on-one coaching sessions to enhance agent productivity. Handle escalations and provide resolutions to customer inquiries and complaints. Collaborate with other departments to streamline processes and improve overall customer experience. Manage agent scheduling, attendance, and adherence to workforce management guidelines. Identify training needs and work with the training department to enhance agent capabilities. Generate reports and provide insights on operational efficiency and agent performance. Ensure compliance with company policies, procedures, and industry regulations. CANDIDATE QUALIFICATIONS WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION? All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities: National Senior Certificate (NSC) or an equivalent high school qualification. Minimum of 1-2 years of experience in a contact center supervisory role. Proven track record of meeting and exceeding KPIs. Additional certifications or qualifications in business management, customer service, or leadership are advantageous. Strong leadership and people management skills with the ability to motivate a team. Excellent problem-solving and decision-making abilities. Proficiency in using contact center technologies, reporting tools, and CRM systems. Strong verbal and written communication skills. COMPENSATION DETAILS WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? 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 and incentives that go beyond a paycheck. Our team members enjoy: Paid Time Off: Earn PTO and paid holidays to take the time you need. Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars! Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location. Retirement Savings: Secure your future with retirement savings programs, where available. Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges. Life Insurance: Access life insurance options to safeguard your loved ones. Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities. Paid Training: Learn new skills while earning a paycheck. Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement. Casual Dress Code: Be comfortable while you work. Compensation & Benefits that Fit Your Life MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued. If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today! PHYSICAL REQUIREMENTS This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; 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 (40) pounds. 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. 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. EQUAL OPPORTUNITY EMPLOYER 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, anddiscipline. 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 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 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 736), 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 & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaa S, Market Force, Gravis Apps, Gravis Marketing, March East, Mass Markets, MCI Federal Services (MFS), On Brand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, East West BPO, Tele Technology, and Vinculum. . The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason. #J-18808-Ljbffr

Duties & Responsibilities
• Contact inbound leads generated through various, paid for advertising. br>• Meet and exceed steep targets in a high-performance environment. < r>• Stay on top of his/her game by having expert knowledge of all products and services. < r>• Share information such as brochures, links to application forms and any other information a client may request without giving advice. < r>• Work efficiently and with urgency. < r>• Maintain accurate records of all customer interactions and follow-ups. < r>• Stay up to date with medical aid industry trends and regulatory requirements to ensure compliance such as requirements set out in the POPI act. < r>• Collaborate with internal teams to improve the sales process and customer experience. < r>• Take ownership of clients by passionately advocating the client requirement, whilst keeping sight of the need to improve efficiency. < r>• Responsible for driving client satisfaction.

Job Description

We are seeking a forward-thinking Contact Center Architect to lead the design and implementation of cutting-edge cloud-based contact center solutions. This role is pivotal in shaping the future of customer experience by leveraging modern architectures, AI-driven technologies, and multi-channel engagement capabilities.

Key Responsibilities

• Architect & Implement: Lead the design and rollout of microservices-based architectures for cloud contact center solutions.
• Innovate with AI: Develop digital contact center solutions that integrate AI/ML technologies (chatbots, voice bots, sentiment analysis) to enhance customer experience.
• Enable Multi-Channel Experience: Deliver solutions supporting voice, chat, video, and social media interactions.
• Cross-Functional Collaboration: Partner with engineering, product, and operations teams to ensure seamless integration of CCaaS solutions with enterprise systems.
• Stay Ahead of Trends: Continuously monitor advancements in contact center technologies, cloud platforms, and AI; translate innovations into actionable strategies.
• Thought Leadership: Provide guidance on transformation initiatives including process optimization, workforce management, and customer journey mapping.
• Best Practices: Establish and contribute to CCaaS implementation standards and architecture frameworks.

Qualifications & Experience

• Proven expertise in designing and implementing contact center architectures, including microservices-based approaches.
• Strong understanding of AI/ML technologies and their applications in contact centers
• Demonstrated experience in multi-channel solution design (voice, chat, video, social media).
• Industry exposure in insurance, utilities, or healthcare (advantageous).Bachelor’s/Master’s degree in Computer Science, IT, or related field.
• Relevant certifications (e.g., AWS Certified Solutions Architect – Contact Center).
• Contributions to open-source projects or industry publications related to contact center technologies (a plus).

#J-18808-Ljbffr

Are you passionate about leading teams and delivering exceptional customer experiences?

We are looking for a dynamic, bilingual (French & English) Team Leader to oversee and support a team of customer service agents in meeting and exceeding client expectations.

Job Purpose

As a Team Leader, you will manage a team of Agents, ensuring top-tier service delivery aligned with contractual commitments and operational goals.

Key Responsibilities

• Lead, coach, and motivate a team to consistently deliver high-quality customer service
• Monitor team performance and take proactive steps to improve KPIs
• Ensure accurate reporting, timesheet approvals, and performance tracking
• Deliver regular team briefings and feedback sessions
• Promote customer satisfaction through call quality monitoring and coaching
• Communicate clearly and effectively with internal stakeholders and escalate issues as needed

What We're Looking For

• Fluent in both English and French (oral and written) – essential
• 1+ year of Call Centre experience
• 6–12 months experience in a supervisory or team leader role
• Strong leadership, communication, and coaching skills
• Ability to problem-solve, prioritize and inspire teamwork
• Familiarity with call centre systems and tools

Why Join Us?

• Be part of a supportive, fast-paced, and bilingual environment
• Opportunities for growth and development
• Engage in meaningful work that directly impacts customer satisfaction
• Competitive salary and benefits package

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Customer Service
• Industries Telephone Call Centers

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Are you passionate about leading teams and delivering exceptional customer experiences? We are looking for a dynamic, bilingual (French & English) Team Leader to oversee and support a team of customer service agents in meeting and exceeding client expectations. Job Purpose As a Team Leader, you will manage a team of Agents, ensuring top-tier service delivery aligned with contractual commitments and operational goals. Key Responsibilities Lead, coach, and motivate a team to consistently deliver high-quality customer service Monitor team performance and take proactive steps to improve KPIs Ensure accurate reporting, timesheet approvals, and performance tracking Deliver regular team briefings and feedback sessions Promote customer satisfaction through call quality monitoring and coaching Communicate clearly and effectively with internal stakeholders and escalate issues as needed What We're Looking For Fluent in both English and French (oral and written) – essential 1+ year of Call Centre experience 6–12 months experience in a supervisory or team leader role Strong leadership, communication, and coaching skills Ability to problem-solve, prioritize and inspire teamwork Familiarity with call centre systems and tools Why Join Us? Be part of a supportive, fast-paced, and bilingual environment Opportunities for growth and development Engage in meaningful work that directly impacts customer satisfaction Competitive salary and benefits package Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Customer Service Industries Telephone Call Centers Referrals increase your chances of interviewing at Merchants by 2x Get notified about new Contact Center Team Lead jobs in Sandton, Gauteng, South Africa . Sandton, Gauteng, South Africa 3 days ago Sandton, Gauteng, South Africa 5 days ago Centurion, Gauteng, South Africa 4 days ago DC -Escalations Consultant- 1 DP (Sandton) Johannesburg Metropolitan Area 3 days ago Sandton, Gauteng, South Africa 2 weeks ago Centurion, Gauteng, South Africa 6 days ago Johannesburg, Gauteng, South Africa 1 week ago City of Johannesburg, Gauteng, South Africa 3 weeks ago Johannesburg, Gauteng, South Africa 2 days ago Sandton, Gauteng, South Africa 2 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr

This is a remote position.

DUTIES AND RESPONSIBILITIES: Keeps computer systems running smoothly and ensures that users get the maximum benefit from them Installs and configures computer hardware operating systems and applications Monitors and maintains computer systems and networks Talks to the staff through a series of actions to help set up systems or resolve issues Troubleshoots system and network problems, diagnosing and solving hardware or software faults Provides support, including procedural documentation and relevant reports Sets up new users' accounts and profiles and deal with password issues Tests and evaluates new technology Requirements

SKILLS AND QUALIFICATIONS:

At least 3 years of working experience in IT. Contact Center Support Engineer (Ring Central or Nice CX One Tier 3)  Knowledge of Network cabling and cable management  Experience configuring router and firewall appliance IP Management skills Basic English communication skills Knows email reporting ticketing CRM knowledge (salesforce, Zoho) Active Directory knowledge (all platform is a plus) TECHNICAL & PHYSICAL REQUIREMENTS:

1. Computer Specifications

Minimum Intel Specs

Processor: Core i7 8th generation (and above)

                Core i5 10th generation (and above)

RAM: Minimum of 12 GB

Storage: 128 GB SSD or higher

Graphics: 2 GB graphics memory

Minimum AMD Specs

Processor: AMD Ryzen 5,7,9 (Minimum series 3600)

RAM: Minimum of 12 GB

Storage: 128 GB SSD or higher

Graphics: 2 GB graphics memory

Macintosh Specs

Processor: Core i7/ i5 / M1/ M2

RAM: Minimum of 12 GB

Storage: 128 GB SSD or higher

Graphics: 2 GB graphics memory

2.   Main Internet Speed Requirement

Jitter: below 10ms

Latency: below 160ms

Upload: more than 25mbps

Download more than 40 mbps

Using internet speedtest: 

VoIP Speed Test | 8x8   // Aircall’s VoIP Speed Test | Aircall//  VoIP Speed Test: Check Your Network Reliability (getvoip.com)

3. Power Backup

A reliable power backup that could sustain a minimum of 8 hours (full shift)

Examples:   Generators// Solar Panels// Portable power inverters etc. (UPS is not enough)

4. Internet Backup   (Secondary internet)

Jitter: below 10ms

Latency: below 160ms

Upload: minimum of 25mbps

Download: minimum of 25mbps

Power and Internet Backup is a MUST.

This is a remote position.

DUTIES AND RESPONSIBILITIES: Keeps computer systems running smoothly and ensures that users get the maximum benefit from them Installs and configures computer hardware operating systems and applications Monitors and maintains computer systems and networks Talks to the staff through a series of actions to help set up systems or resolve issues Troubleshoots system and network problems, diagnosing and solving hardware or software faults Provides support, including procedural documentation and relevant reports Sets up new users' accounts and profiles and deal with password issues Tests and evaluates new technology Requirements

SKILLS AND QUALIFICATIONS:

At least 3 years of working experience in IT. Contact Center Support Engineer (Ring Central or Nice CX One Tier 3)  Knowledge of Network cabling and cable management  Experience configuring router and firewall appliance IP Management skills Basic English communication skills Knows email reporting ticketing CRM knowledge (salesforce, Zoho) Active Directory knowledge (all platform is a plus) TECHNICAL & PHYSICAL REQUIREMENTS:

1. Computer Specifications

Minimum Intel Specs

Processor: Core i7 8th generation (and above)

                Core i5 10th generation (and above)

RAM: Minimum of 12 GB

Storage: 128 GB SSD or higher

Graphics: 2 GB graphics memory

Minimum AMD Specs

Processor: AMD Ryzen 5,7,9 (Minimum series 3600)

RAM: Minimum of 12 GB

Storage: 128 GB SSD or higher

Graphics: 2 GB graphics memory

Macintosh Specs

Processor: Core i7/ i5 / M1/ M2

RAM: Minimum of 12 GB

Storage: 128 GB SSD or higher

Graphics: 2 GB graphics memory

2.   Main Internet Speed Requirement

Jitter: below 10ms

Latency: below 160ms

Upload: more than 25mbps

Download more than 40 mbps

Using internet speedtest: 

VoIP Speed Test | 8x8   // Aircall’s VoIP Speed Test | Aircall//  VoIP Speed Test: Check Your Network Reliability (getvoip.com)

3. Power Backup

A reliable power backup that could sustain a minimum of 8 hours (full shift)

Examples:   Generators// Solar Panels// Portable power inverters etc. (UPS is not enough)

4. Internet Backup   (Secondary internet)

Jitter: below 10ms

Latency: below 160ms

Upload: minimum of 25mbps

Download: minimum of 25mbps

Power and Internet Backup is a MUST.