how2apply

Contact Centre Supervisor (Back Office) – Experienced

How2Apply Talent Network

Durban Central, KwaZulu-Natal

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

R18 750 – R24 500/month

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Job Description

Great agents need great coaching, and this insurance contact centre in Durban Central wants you to provide it. Good for someone who wants to build a solid track record they can put on their CV.

The site is in Durban Central; early starts mean public transport timing matters, so check your route before applying. Shifts rotate, so you'll need to be flexible about days and nights.

What your day looks like

Build rosters and forecast call volumes in the workforce tool.
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.
Watch real-time queues and move agents between skills when volumes spike.
Report weekly on service level, AHT, CSAT and attrition.
Take escalated calls that agents cannot resolve.
Listen to call recordings and score them on the quality form.

You'll need

Strong Excel: pivot tables, VLOOKUP and simple charts
Know your way around contact centre metrics
Flexible for shift cover across the week
At least 2 years as an agent and 1 year coaching or supervising
Matric, with a relevant diploma an advantage

On offer

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

How to apply

Make sure the role, the hours and working in Durban Central really suit you before you apply.
Have the following on hand (clear photos on your phone are fine at first): your highest qualification plus a CV showing team size and results you managed.
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 8 working days, usually by phone.

How2Apply recruits for this position on behalf of hiring employers around Durban Central; applications go into our talent pool and shortlisted candidates are introduced directly.

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

Tips to get shortlisted

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").