Contact Centre Supervisor (Back Office)

At this insurance contact centre in George, you'll turn call data into better service. If you like clear targets and knowing where you stand, this is for you.

The work is in George, Western Cape, so you'll need a reliable way to get there every day. Shifts rotate, so you'll need to be flexible about days and nights.

• Resolve formal complaints and draft replies for the ombud when needed.
• Take escalated calls that agents cannot resolve.
• Run morning huddles and share yesterday's stats with your team.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Build rosters and forecast call volumes in the workforce tool.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• Flexible for shift cover across the week
• You can give tough feedback kindly and follow through
• Written English good enough for client reports
• At least 2 years as an agent and 1 year coaching or supervising

• Laptop and data for remote reporting days
• Team performance bonus paid quarterly
• Management development programme

• 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").