how2apply

Contact Centre Supervisor (Back Office)

How2Apply Talent Network

East London, Eastern Cape

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

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Job Description

You'll lead, coach and track a team of 12 to 18 agents at a medical scheme call centre in East London. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

This post is in East London (Eastern Cape). Please only apply if you can travel there daily.

The work, day to day

Run morning huddles and share yesterday's stats with your team.
Build rosters and forecast call volumes in the workforce tool.
Manage absenteeism and hold return-to-work chats.
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.

You'll need

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

Extra points for

Labour relations basics from a short course
COPC or similar contact centre standards exposure

What you get

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

How to apply for this job

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Keep copies of these ready to send: certified copy of your smart ID card or green ID book, two references, including a former manager 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.
Watch for a call or WhatsApp from How2Apply over the next 6 working days.

How2Apply recruits for this position on behalf of hiring employers around East London; 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.

How to stand out

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").