Contact Centre Supervisor (Back Office) – Immediate Start

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.

• 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.

• 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

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

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

• 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.