Contact Centre Supervisor (Back Office)

You'll lead, coach and track a team of 12 to 18 agents at an e-commerce support hub in Epping. Expect to be trusted with real work from your first week.

The work is in Epping, Western Cape, so you'll need a reliable way to get there every day. Start date: as soon as possible for the right person.

• Resolve formal complaints and draft replies for the ombud when needed.
• Report weekly on service level, AHT, CSAT and attrition.
• Take escalated calls that agents cannot resolve.
• Run morning huddles and share yesterday's stats with your team.
• Give one-on-one feedback with a clear action and a follow-up date.
• Manage absenteeism and hold return-to-work chats.
• Keep disciplinary records fair and in line with the BCEA and company code.

• 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
• Matric, with a relevant diploma an advantage
• Flexible for shift cover across the week
• Written English good enough for client reports

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

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

• 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.