Contact Centre Supervisor (Back Office) – Experienced

You'll lead, coach and track a team of 12 to 18 agents at an offshore outsourcing centre in George. People who do well here are steady, honest and not scared to ask when something is unclear.

This post is George-based, with most of your time spent at an offshore outsourcing centre.

• Build rosters and forecast call volumes in the workforce tool.
• Listen to call recordings and score them on the quality form.
• Resolve formal complaints and draft replies for the ombud when needed.
• Give one-on-one feedback with a clear action and a follow-up date.
• Manage absenteeism and hold return-to-work chats.
• Take escalated calls that agents cannot resolve.

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

• Labour relations basics from a short course
• A coaching or facilitation certificate
• Workforce tools such as NICE, Verint or Genesys

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

• 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").