Contact Centre Supervisor (Back Office) – Fixed-Term

You'll lead, coach and track a team of 12 to 18 agents at an insurance contact centre in Centurion. It suits someone who likes knowing exactly what a good day's work looks like.

This post is Centurion-based, with most of your time spent at an insurance contact centre.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Manage absenteeism and hold return-to-work chats.
• Resolve formal complaints and draft replies for the ombud when needed.
• Report weekly on service level, AHT, CSAT and attrition.
• Take escalated calls that agents cannot resolve.
• Run morning huddles and share yesterday's stats with your team.
• Watch real-time queues and move agents between skills when volumes spike.

• Flexible for shift cover across the week
• Written English good enough for client reports
• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through

• Labour relations basics from a short course
• COPC or similar contact centre standards exposure
• A coaching or facilitation certificate

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

• 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.