Contact Centre Supervisor (Back Office) – Permanent

At this medical scheme call centre in Hammarsdale, you'll turn call data into better service. You don't need to be the loudest person in the room, just the one others can count on.

You'll be based at a medical scheme call centre in Hammarsdale. Living nearby, or on a taxi route to it, really helps. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Build rosters and forecast call volumes in the workforce tool.
• Manage absenteeism and hold return-to-work chats.
• Report weekly on service level, AHT, CSAT and attrition.
• 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.
• Take escalated calls that agents cannot resolve.

• At least 2 years as an agent and 1 year coaching or supervising
• Know your way around contact centre metrics
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage
• Written English good enough for client reports

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

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

• 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").