Call Center Team Leader - Payables

About the role

MCI is seeking an experienced Call Center Team Leader to manage a back‑office payments team supporting the Payables programme. You will oversee 15‑20 agents, ensuring high‑quality service, operational excellence, and compliance while driving productivity and team development.

Key responsibilities

• Lead, coach and develop a team of 15‑20 agents.
• Manage day‑to‑day operations of the back‑office payments team.
• Drive productivity, quality, accuracy and meet client and business objectives.
• Monitor performance, provide regular feedback and conduct performance reviews.
• Support agents with payment‑related processes and outbound customer contact as needed.
• Track attendance, schedule adherence and service levels.
• Handle operational escalations and resolve complex issues.
• Ensure compliance with company policies, client requirements and procedures.
• Prepare performance reports and identify continuous‑improvement opportunities.
• Foster a positive, collaborative and high‑performing team environment.

Required profile

• Grade 12 / National Senior Certificate (NSC) or equivalent qualification.
• Clear criminal record.
• Successful completion of a drug screening assessment.
• Motivated, positive attitude and strong leadership drive.

Required skills

What we offer

• Ongoing leadership development.
• Excellent opportunities for career growth within a fast‑growing tech‑enabled services company.