how2apply

Contact Centre Supervisor (Back Office)

How2Apply Talent Network

Cape Town CBD, Western Cape

Full-time

Posted 3 hours ago

Full-time Customer Service & Call Centre

Apply for this job

Job Description

This is the next step up from the phones: running numbers and people at a bank customer experience unit in Cape Town CBD. If you like clear targets and knowing where you stand, this is for you.

Home base is a bank customer experience unit on the Cape Town CBD side of Western Cape.

What your day looks like

Manage absenteeism and hold return-to-work chats.
Resolve formal complaints and draft replies for the ombud when needed.
Watch real-time queues and move agents between skills when volumes spike.
Give one-on-one feedback with a clear action and a follow-up date.
Keep disciplinary records fair and in line with the BCEA and company code.
Listen to call recordings and score them on the quality form.
Take escalated calls that agents cannot resolve.

You'll need

At least 2 years as an agent and 1 year coaching or supervising
Written English good enough for client reports
Know your way around contact centre metrics
You can give tough feedback kindly and follow through
Matric, with a relevant diploma an advantage
Strong Excel: pivot tables, VLOOKUP and simple charts

On offer

Team performance bonus paid quarterly
Laptop and data for remote reporting days
Medical aid and retirement fund contributions
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: certified copy of your smart ID card or green ID book, your highest qualification plus two references, including a former manager.
Fill in the short form below with your name and a phone number you actually answer.
If you're shortlisted you'll hear from us within 8 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.

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

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.