Contact Centre Supervisor (Back Office) – Experienced

At this bank customer experience unit in Durban Central, you'll turn call data into better service. It suits someone who likes knowing exactly what a good day's work looks like.

Location: Durban Central, KwaZulu-Natal. Applicants who already live in the area get looked at first.

• Listen to call recordings and score them on the quality form.
• Resolve formal complaints and draft replies for the ombud when needed.
• Build rosters and forecast call volumes in the workforce tool.
• Report weekly on service level, AHT, CSAT and attrition.
• Keep disciplinary records fair and in line with the BCEA and company code.

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

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

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").