Contact Centre Supervisor (Back Office) – Permanent

At this insurance contact centre in Ballito, you'll turn call data into better service. Good for someone who wants to build a solid track record they can put on their CV.

You'll report in Ballito. Relocation is not covered for this one. The first two weeks are spent shadowing someone experienced.

• Listen to call recordings and score them on the quality form.
• Build rosters and forecast call volumes in the workforce tool.
• Resolve formal complaints and draft replies for the ombud when needed.
• Manage absenteeism and hold return-to-work chats.
• Take escalated calls that agents cannot resolve.

• Flexible for shift cover across the week
• At least 2 years as an agent and 1 year coaching or supervising
• You can give tough feedback kindly and follow through
• Matric, with a relevant diploma an advantage

• A coaching or facilitation certificate
• COPC or similar contact centre standards exposure

• Management development programme
• Laptop and data for remote reporting days
• Team performance bonus paid quarterly

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.