how2apply

Contact Centre Supervisor (Back Office)

How2Apply Talent Network

Durban Central, KwaZulu-Natal

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

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Job Description

This is the next step up from the phones: running numbers and people at an e-commerce support hub in Durban Central. 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.

The work, day to day

Manage absenteeism and hold return-to-work chats.
Take escalated calls that agents cannot resolve.
Listen to call recordings and score them on the quality form.
Build rosters and forecast call volumes in the workforce tool.
Run morning huddles and share yesterday's stats with your team.

What you need

Written English good enough for client reports
Matric, with a relevant diploma an advantage
Flexible for shift cover across the week
At least 2 years as an agent and 1 year coaching or supervising
You can give tough feedback kindly and follow through

Nice if you have

Workforce tools such as NICE, Verint or Genesys
A coaching or facilitation certificate
COPC or similar contact centre standards exposure

What you get

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

How to apply

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Have the following on hand (clear photos on your phone are fine at first): certified copy of your smart ID card or green ID book, 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 9 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.

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

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").