Contact Centre Supervisor (Back Office)

This is the next step up from the phones: running numbers and people at an offshore outsourcing centre in Cape Town CBD. This role rewards consistency more than flash.

The work is in Cape Town CBD, Western Cape, so you'll need a reliable way to get there every day. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

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

• Flexible for shift cover across the week
• Written English good enough for client reports
• Strong Excel: pivot tables, VLOOKUP and simple charts
• You can give tough feedback kindly and follow through
• At least 2 years as an agent and 1 year coaching or supervising

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

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

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