how2apply

Contact Centre Supervisor (Back Office)

How2Apply Talent Network

George, Western Cape

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

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Job Description

This is the next step up from the phones: running numbers and people at a bank customer experience unit in George. Expect to be trusted with real work from your first week.

Location: George, Western Cape. Applicants who already live in the area get looked at first. You'll start with a short induction before working on your own.

What your day looks like

Report weekly on service level, AHT, CSAT and attrition.
Build rosters and forecast call volumes in the workforce tool.
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.
Run morning huddles and share yesterday's stats with your team.

What you need

At least 2 years as an agent and 1 year coaching or supervising
Matric, with a relevant diploma an advantage
Strong Excel: pivot tables, VLOOKUP and simple charts
Know your way around contact centre metrics

Helpful, not essential

A coaching or facilitation certificate
COPC or similar contact centre standards exposure

What's in it for you

Medical aid and retirement fund contributions
Management development programme
Laptop and data for remote reporting days

Applying, step by step

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Get these ready, because shortlisted people are asked for them straight away: a CV showing team size and results you managed, your highest qualification plus two references, including a former manager.
Fill in the short form below with your name and a phone number you actually answer.
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.

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

Before you hit apply

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").