how2apply

Contact Centre Supervisor (Back Office) – Fixed-Term

How2Apply Talent Network

George, Western Cape

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

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Job Description

Great agents need great coaching, and this insurance contact centre in George wants you to provide it. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

This post is in George (Western Cape). Please only apply if you can travel there daily.

The work, day to day

Take escalated calls that agents cannot resolve.
Watch real-time queues and move agents between skills when volumes spike.
Build rosters and forecast call volumes in the workforce tool.
Keep disciplinary records fair and in line with the BCEA and company code.
Resolve formal complaints and draft replies for the ombud when needed.
Manage absenteeism and hold return-to-work chats.

Must-haves

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
Flexible for shift cover across the week

On offer

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

How to apply

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Have the following on hand (clear photos on your phone are fine at first): certified copy of your smart ID card or green ID book, two references, including a former manager plus your highest qualification.
Use the form on this page. It takes about two minutes and you don't need to upload anything yet.
If you're shortlisted you'll hear from us within 5 working days, usually by phone.

How2Apply recruits for this position on behalf of hiring employers around George; applications go into our talent pool and shortlisted candidates are introduced directly.

Applying is free. Nobody from How2Apply will ever ask you to pay for anything to get this job.

Tips to get shortlisted

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").