Contact Centre Supervisor (Back Office) – Fixed-Term

At this offshore outsourcing centre in Bellville, you'll turn call data into better service. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

This post is in Bellville (Western Cape). Please only apply if you can travel there daily.

• Resolve formal complaints and draft replies for the ombud when needed.
• Manage absenteeism and hold return-to-work chats.
• Listen to call recordings and score them on the quality form.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Watch real-time queues and move agents between skills when volumes spike.
• Take escalated calls that agents cannot resolve.
• Run morning huddles and share yesterday's stats with your team.

• Matric, with a relevant diploma an advantage
• Flexible for shift cover across the week
• Know your way around contact centre metrics
• You can give tough feedback kindly and follow through
• Written English good enough for client reports
• Strong Excel: pivot tables, VLOOKUP and simple charts

• Team performance bonus paid quarterly
• Management development programme
• Medical aid and retirement fund contributions
• Laptop and data for remote reporting days

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.