Contact Centre Supervisor (Back Office)

You'll lead, coach and track a team of 12 to 18 agents at a bank customer experience unit in Germiston. This role rewards consistency more than flash.

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

• Run morning huddles and share yesterday's stats with your team.
• Report weekly on service level, AHT, CSAT and attrition.
• Manage absenteeism and hold return-to-work chats.
• Watch real-time queues and move agents between skills when volumes spike.
• Listen to call recordings and score them on the quality form.
• Resolve formal complaints and draft replies for the ombud when needed.
• Build rosters and forecast call volumes in the workforce tool.

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

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

• Laptop and data for remote reporting days
• Medical aid and retirement fund contributions
• 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").