383 Telephone Operator jobs in South Africa

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Job Summary
Job Description
Accountability: Telephone 70%

• Attend to the switchboard and ensure correct and professional telephone techniques are applied at all times
• Receive calls from external parties and redirect/transfer the calls to the requested/appropriate internal extension
• Receive walk in visitors at the reception desk and attend to their enquiries
• Take messages and pass on to staff in a timely and professional manner.
• Assist the business through mass calls in product selling/promotions when required.
• Assist with any other duties in the Sales and Service Delivery Centre when required

Accountability: Team 30%

• Build and maintain excellent working relationships with other functions in Absa Seychelles to facilitate the development of the business.
• Work closely with other team leaders / members in bank to ensure a consistent delivery of service communicating best practice without creating conflicts with local policy and regulations.
• Provide regular feedback / coaching on both self and colleagues to ensure maximum potential is achieved.
• Be a role model for your colleagues in the way you perform on a daily basis – doing things wholeheartedly, communicating with passion, enthusiasm and embracing change as a way of working.

Accountability: Risk and Control 10%

• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Absa Policies and Policy Standards.
• Understand and manage risks and risk events (incidents) relevant to the role.
• Adhere to Data Privacy policy and standards at all times
• Abide to all prevailing Health protocols as prescribed by Commissioner of Health in country.

Education
GET Certificate: Education, Training and Development (Required)

Telephone operators provide administrative support by answering incoming calls, responding to inquiries, providing information to customers, taking orders, and transferring calls to the appropriate contact. They may also be responsible for performing basic clerical tasks such as filing, data entry, and maintaining customer records. Telephone Operator Duties Answer incoming calls and provide callers with the requested information Handle customer inquiries and complaints in a polite and professional manner Transfer calls to appropriate personnel or departments Assist customers in placing orders Take messages and forward them to the relevant parties Maintain records of customer interactions and transactions Ensure customers’ satisfaction by providing accurate information in a timely manner Follow communication procedures and standards Telephone Operator Requirements Excellent customer service skills Good communication skills Ability to handle customer enquiries in a polite and professional manner Ability to work with a team Ability to work under pressure Telephone Operator Skills Excellent communication and customer service skills Ability to multi-task and work well under pressure Good problem-solving skills Knowledge of telephone systems and computer systems

Cape Town, ZA

JOB TYPE
Full-Time

SALARY
Commensurate

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 looking for a dynamic, results-oriented
Call Center Trainer
to join our team. This role involves designing, delivering, and evaluating training programs that equip employees with the skills, knowledge, and confidence to thrive. The ideal candidate is passionate about learning and development, adept at engaging diverse audiences, and committed to fostering an environment where individuals can reach their full potential. If you enjoy making learning interactive, impactful, and enjoyable, we'd love to hear from you.

Start date: 22 September 2025
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.

Key Responsibilities
POSITION RESPONSIBILITIES

• Design, update, and implement comprehensive training programs for both new hires and experienced employees.
• Lead training classes for new Payables line of business (LOB), ensuring alignment with operational goals and learner needs.
• Facilitate engaging and learner-centered training sessions across classroom, virtual, and blended formats.
• Evaluate learner progress and training effectiveness using assessments, feedback, and performance metrics.
• Collaborate with leadership, department heads, and subject matter experts to tailor training to business needs.
• Stay informed on industry best practices, adult learning principles, and emerging training technologies.
• Provide individualized coaching and mentoring to support skill development and career growth.
• Coordinate training schedules, logistics, and resources for smooth program delivery.
• Monitor and report on training attendance, completion rates, and performance outcomes.
• Support onboarding, leadership development, and upskilling initiatives aligned with organizational goals.

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), Grade 12
• Certification or Diploma in Human Resources, Education, Business Management, Communications, or a related field (preferred).
• Minimum of 1–2 years' experience as a Training Facilitator, Corporate Trainer, or Learning & Development professional in a contact center environment.
• Relevant certifications in training or facilitation (e.g., Train-the-Trainer, Facilitation Skills, Learning & Development) are a plus.
• Strong understanding of the BPO industry, including operations, technologies, and customer service standards.
• Proven experience in training facilitation, corporate training, or learning and development (BPO experience highly preferred).
• Excellent communication, presentation, and interpersonal skills with the ability to engage diverse learners.
• Proficiency in training technologies and e-learning platforms (e.g., LMS, virtual collaboration tools).
• Strong organizational and time-management skills with keen attention to detail.
• Ability to inspire and foster a positive, motivating learning environment.

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 that go beyond Salary. Our team members enjoy:

• Annual Leave: Earn paid time off to rest, recharge, or attend to personal matters.
• Health Benefits: After probation, employees qualify for Medical Insurance. This gives you access to general practitioners, chronic medication, basic dental and optical care, as well as emergency services, ensuring essential healthcare support and peace of mind.
• Career Growth: We prioritize internal promotions and offer clear pathways for advancement across departments.
• Paid Training: Gain valuable skills and knowledge while earning a salary.
• Positive Work Environment: Join a collaborative, team-oriented culture that values engagement and support.
• Casual Dress Code: Enjoy a relaxed dress policy that lets you work comfortably.

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 benefits our employees, company, customers, and 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, where employees are treated with dignity and respect. All employees are responsible 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 qualified applicants with criminal histories for employment 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, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with 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 on 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 an employment contract, and either you or the employer may terminate employment at any time for any reason.

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 highly motivated and results-driven
Call Center Supervisor
to lead daily operations, ensure performance excellence, and support the growth of our customer service team. This role requires a strong leader who can manage performance metrics, drive employee engagement, and foster a positive, high-performing team culture.

The ideal candidate will have proven experience supervising contact center teams, with strong capabilities in coaching, quality assurance, and account management. Experience in accounts payable or back-office operations is a valuable asset.

Start Date: 22 September 2025
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.

Key Responsibilities
POSITION RESPONSIBILITIES

• Supervise, mentor, and develop a team of contact center agents to consistently meet and exceed performance targets.
• Monitor key performance indicators (KPIs) and ensure compliance with service level agreements (SLAs) and client deliverables.
• Provide ongoing coaching, feedback, and performance evaluations to enhance service quality and customer satisfaction.
• Conduct regular team meetings and one-on-one coaching sessions to support agent development and engagement.
• Handle escalated customer issues, ensuring timely and effective resolution.
• Collaborate with quality assurance, training, and operations teams to identify and implement improvements.
• Manage employee scheduling, attendance, and adherence to workforce management protocols.
• Support account management activities, ensuring deliverables and reporting deadlines are consistently met.
• Contribute to process improvement initiatives and provide back-office operational support.
• Generate and analyze reports on performance metrics, trends, and team efficiency for leadership review.
• Ensure compliance with company policies, procedures, and regulatory standards.

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) /Grade 12
• Minimum of 1–2 years' experience in a contact center supervisory or team leadership role.
• Demonstrated success in achieving and exceeding KPIs in a customer service environment.
• Additional qualifications in Business Management, Customer Service, or Leadership (advantageous).
• Experience in Accounts Payable or back-office operations (preferred).
• Strong leadership and people management skills with the ability to inspire and motivate teams.
• Excellent problem-solving, decision-making, and conflict-resolution abilities.
• Proficiency in contact center systems, CRM platforms, reporting tools, and workforce management software.
• Strong verbal and written communication skills, with the ability to engage and influence across all levels.

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 that go beyond Salary. Our team members enjoy:

• Annual Leave: Earn paid time off to rest, recharge, or attend to personal matters.
• Health Benefits: After probation, employees qualify for Medical Insurance. This gives you access to general practitioners, chronic medication, basic dental and optical care, as well as emergency services, ensuring essential healthcare support and peace of mind.
• Career Growth: We prioritize internal promotions and offer clear pathways for advancement across departments.
• Paid Training: Gain valuable skills and knowledge while earning a salary.
• Positive Work Environment: Join a collaborative, team-oriented culture that values engagement and support.
• Casual Dress Code: Enjoy a relaxed dress policy that lets you work comfortably.

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, and discipline . 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.

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.

Company Description

HelloNova is a level 1 BEE company based in Sandton, revolutionizing the debt collection industry through innovative technology and strategic integration. The company combines complementary strengths to drive growth and efficiency for its clients.

Role Description

This is a full-time on-site role for a Call Center Representative at HelloNova Debt Recovery in
Sandton
. The Call Center Representative will be responsible for providing excellent customer service, ensuring customer satisfaction, utilizing strong interpersonal skills, offering customer support, and demonstrating computer literacy.

Qualifications

• Customer Service Representatives, Customer Satisfaction, and Interpersonal Skills
• Customer Support and Computer Literacy
• Excellent communication skills
• Ability to work in a fast-paced environment
• Previous experience in a call center or customer service role is a plus
• High school diploma or equivalent

We're Hiring: Sales Development Representative (SDR)

We're on the hunt for a Sales Development Representative who thrives in high-energy, outbound environments and can confidently engage with our global VVIP target market.

This role will suit someone who has at least:

More than 1 Years BPO experience (outbound sales, telesales, call centre, or similar)

A hunter mindset : resilient, proactive, and driven to open doors

High EQ & communication skills to build trust with senior stakeholders

The confidence to adapt across cultures and engage at the highest level

A working Laptop and stable internet connection is a must as the role is Hybrid

What you'll do:

Prospect and connect with decision-makers globally

Generate and qualify outbound leads

Build relationships and create opportunities for long-term growth

Partner with our sales team to drive success

Why join us?

You'll be part of a dynamic global team, working in a role that rewards energy, ambition, and resilience, while giving you exposure to some of the most exciting markets worldwide. If you've worked in a BPO environment and are ready to level up your career — we'd love to hear from you.

Job Type: Full-time

Application Question(s):

• Do You have a Working Laptop and Internet?

Experience:

• Outbound Cold Calling: 1 year (Required)

Location:

• Cape Town, Western Cape 8000 (Preferred)

Work Location: In person

Immediate Hiring: Call Centre Specialist (Sales, Retention & Customer Service)

Working Hours: Ireland Time

Full-Time | Immediate Start Required

We are seeking an experienced 
Call Centre Specialist
 to join our growing team in support of a UK/Ireland-based client. This role requires a motivated and skilled individual with a strong background in 
sales, customer retention, and customer service
.

Key Responsibilities:

• Handle inbound and outbound calls across sales, retention, and customer service functions
• Deliver exceptional customer experiences, with a focus on solving issues and maximizing satisfaction
• Meet and exceed sales targets and retention KPIs
• Accurately document call outcomes and maintain customer records
• Collaborate with cross-functional teams to improve customer engagement and retention strategies

Requirements:

• Minimum 2 years
   of 
  call centre experience
   in 
  sales, retention, and customer service
• Fluent English
   (spoken and written)
• At least 2 years of international experience
   in a similar role
• Comfortable working 
  Ireland business hours
• Tech-savvy with strong communication and problem-solving skills
• Able to 
  start immediately

What We Offer:

• A supportive, dynamic international team
• Opportunities for professional growth and development
• Competitive compensation package and uncapped commission.

Required Skills

• Customer Service: 2 to 3 years
• Sales Rep: 2 to 3 years
• Call Centers: 2 to 3 years
• Retentions: 2 to 3 years

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 looking for a dynamic, results-oriented
Call Center Trainer
to join our team. This role involves designing, delivering, and evaluating training programs that equip employees with the skills, knowledge, and confidence to thrive. The ideal candidate is passionate about learning and development, adept at engaging diverse audiences, and committed to fostering an environment where individuals can reach their full potential. If you enjoy making learning interactive, impactful, and enjoyable, we'd love to hear from you.

Start date: 22 September 2025
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.

SALARY
Commensurate

Key Responsibilities
POSITION RESPONSIBILITIES

• Design, update, and implement comprehensive training programs for both new hires and experienced employees.
• Lead training classes for new Payables line of business (LOB), ensuring alignment with operational goals and learner needs.
• Facilitate engaging and learner-centered training sessions across classroom, virtual, and blended formats.
• Evaluate learner progress and training effectiveness using assessments, feedback, and performance metrics.
• Collaborate with leadership, department heads, and subject matter experts to tailor training to business needs.
• Stay informed on industry best practices, adult learning principles, and emerging training technologies.
• Provide individualized coaching and mentoring to support skill development and career growth.
• Coordinate training schedules, logistics, and resources for smooth program delivery.
• Monitor and report on training attendance, completion rates, and performance outcomes.
• Support onboarding, leadership development, and upskilling initiatives aligned with organizational goals.

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), Grade 12
• Certification or Diploma in Human Resources, Education, Business Management, Communications, or a related field (preferred).
• Minimum of 1–2 years' experience as a Training Facilitator, Corporate Trainer, or Learning & Development professional in a contact center environment.
• Relevant certifications in training or facilitation (e.g., Train-the-Trainer, Facilitation Skills, Learning & Development) are a plus.
• Strong understanding of the BPO industry, including operations, technologies, and customer service standards.
• Proven experience in training facilitation, corporate training, or learning and development (BPO experience highly preferred).
• Excellent communication, presentation, and interpersonal skills with the ability to engage diverse learners.
• Proficiency in training technologies and e-learning platforms (e.g., LMS, virtual collaboration tools).
• Strong organizational and time-management skills with keen attention to detail.
• Ability to inspire and foster a positive, motivating learning environment.

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 that go beyond Salary. Our team members enjoy:

• Annual Leave: Earn paid time off to rest, recharge, or attend to personal matters.
• Health Benefits: After probation, employees qualify for Medical Insurance. This gives you access to general practitioners, chronic medication, basic dental and optical care, as well as emergency services, ensuring essential healthcare support and peace of mind.
• Career Growth: We prioritize internal promotions and offer clear pathways for advancement across departments.
• Paid Training: Gain valuable skills and knowledge while earning a salary.
• Positive Work Environment: Join a collaborative, team-oriented culture that values engagement and support.
• Casual Dress Code: Enjoy a relaxed dress policy that lets you work comfortably.

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 benefits our employees, company, customers, and 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, where employees are treated with dignity and respect. All employees are responsible 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 qualified applicants with criminal histories for employment 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, and discipline. In addition, MCI's policy is to provide reasonable accommodation to qualified employees with 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.

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 on 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 an employment contract, and either you or the employer may terminate employment at any time for any reason.

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 highly motivated and results-driven Call Center Supervisor to lead daily operations, ensure performance excellence, and support the growth of our customer service team. This role requires a strong leader who can manage performance metrics, drive employee engagement, and foster a positive, high-performing team culture.

The ideal candidate will have proven experience supervising contact center teams, with strong capabilities in coaching, quality assurance, and account management. Experience in accounts payable or back-office operations is a valuable asset.

Start Date: 22 September 2025

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 consistently meet and exceed performance targets.
• Monitor key performance indicators (KPIs) and ensure compliance with service level agreements (SLAs) and client deliverables.
• Provide ongoing coaching, feedback, and performance evaluations to enhance service quality and customer satisfaction.
• Conduct regular team meetings and one-on-one coaching sessions to support agent development and engagement.
• Handle escalated customer issues, ensuring timely and effective resolution.
• Collaborate with quality assurance, training, and operations teams to identify and implement improvements.
• Manage employee scheduling, attendance, and adherence to workforce management protocols.
• Support account management activities, ensuring deliverables and reporting deadlines are consistently met.
• Contribute to process improvement initiatives and provide back-office operational support.
• Generate and analyze reports on performance metrics, trends, and team efficiency for leadership review.
• Ensure compliance with company policies, procedures, and regulatory standards.

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) /Grade 12
• Minimum of 1–2 years' experience in a contact center supervisory or team leadership role.
• Demonstrated success in achieving and exceeding KPIs in a customer service environment.
• Additional qualifications in Business Management, Customer Service, or Leadership (advantageous).
• Experience in Accounts Payable or back-office operations (preferred).
• Strong leadership and people management skills with the ability to inspire and motivate teams.
• Excellent problem-solving, decision-making, and conflict-resolution abilities.
• Proficiency in contact center systems, CRM platforms, reporting tools, and workforce management software.
• Strong verbal and written communication skills, with the ability to engage and influence across all levels.

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 that go beyond Salary. Our team members enjoy:

• Annual Leave: Earn paid time off to rest, recharge, or attend to personal matters.
• Health Benefits: After probation, employees qualify for Medical Insurance. This gives you access to general practitioners, chronic medication, basic dental and optical care, as well as emergency services, ensuring essential healthcare support and peace of mind.
• Career Growth: We prioritize internal promotions and offer clear pathways for advancement across departments.
• Paid Training: Gain valuable skills and knowledge while earning a salary.
• Positive Work Environment: Join a collaborative, team-oriented culture that values engagement and support.
• Casual Dress Code: Enjoy a relaxed dress policy that lets you work comfortably.

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, and discipline . 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.

:

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.