how2apply

Contact Centre Supervisor (Back Office)

How2Apply Talent Network

Durban Central, KwaZulu-Natal

Full-time

Posted 2 days ago

Full-time Customer Service & Call Centre

R16 500 – R21 000/month

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Job Description

Great agents need great coaching, and this bank customer experience unit in Durban Central wants you to provide it. If you like clear targets and knowing where you stand, this is for you.

You'll report in Durban Central. Relocation is not covered for this one. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

The work, day to day

Build rosters and forecast call volumes in the workforce tool.
Resolve formal complaints and draft replies for the ombud when needed.
Report weekly on service level, AHT, CSAT and attrition.
Give one-on-one feedback with a clear action and a follow-up date.
Take escalated calls that agents cannot resolve.

What you need

Flexible for shift cover across the week
Know your way around contact centre metrics
Strong Excel: pivot tables, VLOOKUP and simple charts
Written English good enough for client reports

Extra points for

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

On offer

Laptop and data for remote reporting days
Management development programme
Medical aid and retirement fund contributions

How to apply

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Keep copies of these ready to send: a CV showing team size and results you managed, certified copy of your smart ID card or green ID book plus your highest qualification.
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 7 working days, usually by phone.

Your application joins the How2Apply talent pool for this role, and we put shortlisted people forward to employers hiring in and around Durban Central.

Applying is free. Nobody from How2Apply will ever ask you to pay for anything to get this job.

How to stand out

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