Contact Centre Supervisor (Back Office) – Immediate Start

How2Apply Talent Network
Cape Town CBD, Western Cape
Full-time
Posted 39 min ago
Full-time Customer Service & Call Centre
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Job Description

At this offshore outsourcing centre in Cape Town CBD, you'll turn call data into better service. Expect to be trusted with real work from your first week.

This post is Cape Town CBD-based, with most of your time spent at an offshore outsourcing centre.

The work, day to day

  • Listen to call recordings and score them on the quality form.
  • Resolve formal complaints and draft replies for the ombud when needed.
  • Manage absenteeism and hold return-to-work chats.
  • Keep disciplinary records fair and in line with the BCEA and company code.
  • Run morning huddles and share yesterday's stats with your team.
  • Build rosters and forecast call volumes in the workforce tool.
  • Watch real-time queues and move agents between skills when volumes spike.

What you need

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

Helpful, not essential

  • Workforce tools such as NICE, Verint or Genesys
  • Labour relations basics from a short course

What's in it for you

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

Applying, step by step

  1. Make sure the role, the hours and working in Cape Town CBD really suit you before you apply.
  2. Keep copies of these ready to send: a CV showing team size and results you managed, certified copy of your smart ID card or green ID book plus two references, including a former manager.
  3. Use the form on this page. It takes about two minutes and you don't need to upload anything yet.
  4. If you're shortlisted you'll hear from us within 7 working days, usually by phone.

How2Apply recruits for this position on behalf of hiring employers around Cape Town CBD; applications go into our talent pool and shortlisted candidates are introduced directly.

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.

Interested in this role?

Apply in 2 minutes. No CV upload needed yet.

Applying is free. How2Apply will never ask you for money.

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Job details
SalaryDiscussed at interview
Job TypeFull-time
LocationCape Town CBD, Western Cape
CategoryCustomer Service & Call Centre
Experience2+ years
Posted28 September 2026
Closing Date26 October 2026
How2Apply Talent Network
Recruiting for employers in Cape Town CBD

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