Contact Centre Supervisor (Back Office)

At this e-commerce support hub in Epping, you'll turn call data into better service. Expect to be trusted with real work from your first week.

This post is Epping-based, with most of your time spent at an e-commerce support hub. Overtime comes up in peak season and is paid.

• Watch real-time queues and move agents between skills when volumes spike.
• Report weekly on service level, AHT, CSAT and attrition.
• Run morning huddles and share yesterday's stats with your team.
• Resolve formal complaints and draft replies for the ombud when needed.
• Take escalated calls that agents cannot resolve.
• Manage absenteeism and hold return-to-work chats.
• Listen to call recordings and score them on the quality form.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• Written English good enough for client reports
• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through
• Flexible for shift cover across the week

• Workforce tools such as NICE, Verint or Genesys
• A coaching or facilitation certificate

• Team performance bonus paid quarterly
• Medical aid and retirement fund contributions
• 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.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").