Contact Centre Supervisor (Back Office)

This is the next step up from the phones: running numbers and people at an e-commerce support hub in Centurion. It suits someone who likes knowing exactly what a good day's work looks like.

This post is in Centurion (Gauteng). Please only apply if you can travel there daily.

• Resolve formal complaints and draft replies for the ombud when needed.
• Run morning huddles and share yesterday's stats with your team.
• Report weekly on service level, AHT, CSAT and attrition.
• 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.
• Take escalated calls that agents cannot resolve.
• Build rosters and forecast call volumes in the workforce tool.

• Written English good enough for client reports
• Know your way around contact centre metrics
• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage
• At least 2 years as an agent and 1 year coaching or supervising

• Workforce tools such as NICE, Verint or Genesys
• COPC or similar contact centre standards exposure

• Management development programme
• Team performance bonus paid quarterly
• Medical aid and retirement fund contributions

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.