Contact Centre Supervisor (Back Office)

Great agents need great coaching, and this bank customer experience unit in Bellville wants you to provide it. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

You'll be based at a bank customer experience unit in Bellville. Living nearby, or on a taxi route to it, really helps. Shifts rotate, so you'll need to be flexible about days and nights.

• Take escalated calls that agents cannot resolve.
• Listen to call recordings and score them on the quality form.
• Report weekly on service level, AHT, CSAT and attrition.
• Build rosters and forecast call volumes in the workforce tool.
• Run morning huddles and share yesterday's stats with your team.
• Resolve formal complaints and draft replies for the ombud when needed.

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

• COPC or similar contact centre standards exposure
• Workforce tools such as NICE, Verint or Genesys

• Management development programme
• Team performance bonus paid quarterly
• Medical aid and retirement fund contributions

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.