Talent Pool - Debt Recovery Supervisor - OneMCI - Pinelands

Cape Town, ZA Job Title: Talent Pool - Debt Recovery Supervisor Job Type: Full-time, Permanent Location: Cape Town About Us: 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. As we continue to grow, we are building a talent pool of exceptional individuals who share our passion for the customer experience. Position Overview: Are you a talented professional seeking exciting opportunity in the BPO sector? Join our Talent Pool As a Talent Pool Member, you'll become part of a community of skilled individuals ready to contribute to our future success. This is a unique opportunity to showcase your skills, stay informed about upcoming opportunities, and be considered for future positions within our organization. We are seeking a Debt Recovery Supervisor who will be responsible for overseeing the operations of the debt recovery team and ensuring the effective management of delinquent accounts. Your role involves providing leadership, guidance, and support to debt recovery agents, monitoring performance metrics, and implementing strategies to maximize debt recovery while maintaining compliance with regulatory standards. You will play a key role in driving team productivity, meeting collection targets, and fostering a positive work environment. Submit your CV to be considered for various roles as they become available. Key Responsibilities: Lead, coach, and mentor a team of debt recovery agents to achieve individual and team performance goals. Provide ongoing training, feedback, and performance evaluations to support professional growth and development. Monitor daily operations of the debt recovery team, including call volume, queue management, and adherence to schedule adherence. Allocate resources effectively to ensure optimal staffing levels and coverage during peak demand periods. Set clear performance expectations and targets for debt recovery agents, including collection goals, call quality standards, and compliance requirements. Track and analyze performance metrics, such as call volume, connect rates, payment arrangements, and recovery rates, to identify trends and areas for improvement. Conduct regular quality assurance reviews of debt recovery calls and interactions to ensure compliance with company policies, regulatory requirements, and industry best practices. Provide feedback, coaching, and training to agents to address performance issues and promote continuous improvement. Handle escalated customer inquiries, complaints, and complex cases requiring supervisory intervention. Resolve disputes, negotiate settlements, and address customer concerns in a timely and professional manner to ensure customer satisfaction and retention. Prepare and present reports on team performance, collection metrics, and key performance indicators (KPIs) to senior management. Analyze data and trends to identify opportunities for process optimization, efficiency improvements, and revenue maximization. Ensure adherence to all relevant laws, regulations, and industry standards governing debt collection practices, including the Fair Debt Collection Practices Act (FDCPA) and consumer protection laws. Implement controls and procedures to mitigate risk, safeguard customer information, and maintain compliance with data privacy regulations. 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, dedicated and should possess the below qualities: Associates Degree, Certification or Equivalent Combination of Training and Experience Proven experience in debt collection, customer service, or call center management, with a minimum of 2-3 years in a supervisory or leadership role. Strong leadership and coaching skills, with the ability to motivate and inspire team members to achieve their full potential. Excellent communication and interpersonal skills, with the ability to interact effectively with diverse teams and stakeholders. Sound knowledge of debt collection laws, regulations, and compliance requirements, with a commitment to ethical conduct and integrity. Proficiency in using call center technology, CRM systems, and productivity tools to manage team performance and workflow. Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions to improve operational efficiency and effectiveness. Strong problem-solving skills, adaptability, and resilience in managing challenging situations and resolving conflicts. Ability to work collaboratively in a fast-paced environment, prioritize competing demands, and meet deadlines under pressure. Must be authorized to work in the country where the job is based. 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. WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion. 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. It is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, of Human Resources. 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. MCI ( www.mci.world ) 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, call center services , 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 fifteen business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Texas, Massachusetts, New Hampshire, South Dakota, New Mexico, California, Kansas, and Nova Scotia. 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 a 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: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP). MCI ( www.mci.world ) 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, call center services , 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 fifteen business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Texas, Massachusetts, New Hampshire, South Dakota, New Mexico, California, Kansas, and Nova Scotia. 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 a 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: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP). Apply Now

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Talent Pool - Debt Recovery Supervisor - Pinelands

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