how2apply

Contact Centre Supervisor (Back Office)

How2Apply Talent Network

Brackenfell, Western Cape

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

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Job Description

Great agents need great coaching, and this e-commerce support hub in Brackenfell wants you to provide it. This role rewards consistency more than flash.

This post is Brackenfell-based, with most of your time spent at an e-commerce support hub.

What your day looks like

Resolve formal complaints and draft replies for the ombud when needed.
Keep disciplinary records fair and in line with the BCEA and company code.
Manage absenteeism and hold return-to-work chats.
Run morning huddles and share yesterday's stats with your team.
Give one-on-one feedback with a clear action and a follow-up date.
Report weekly on service level, AHT, CSAT and attrition.
Watch real-time queues and move agents between skills when volumes spike.

What you need

Strong Excel: pivot tables, VLOOKUP and simple charts
At least 2 years as an agent and 1 year coaching or supervising
You can give tough feedback kindly and follow through
Know your way around contact centre metrics

Nice if you have

A coaching or facilitation certificate
Workforce tools such as NICE, Verint or Genesys
Labour relations basics from a short course

What's in it for you

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

Applying, step by step

Check you meet the must-haves first; recruiters filter on those before anything else.
Get these ready, because shortlisted people are asked for them straight away: your highest qualification, certified copy of your smart ID card or green ID book plus a CV showing team size and results you managed.
Fill in the short form below with your name and a phone number you actually answer.
Watch for a call or WhatsApp from How2Apply over the next 8 working days.

Your application joins the How2Apply talent pool for this role, and we put shortlisted people forward to employers hiring in and around Brackenfell.

Applying is free. Nobody from How2Apply will ever ask you to pay for anything to get this job.

Before you hit apply

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.