Contact Centre Supervisor (Back Office) – Experienced

Great agents need great coaching, and this insurance contact centre in Hammarsdale wants you to provide it. Good for someone who wants to build a solid track record they can put on their CV.

This post is in Hammarsdale (KwaZulu-Natal). Please only apply if you can travel there daily. Weekend work is on a roster, so you won't be on every weekend.

• Build rosters and forecast call volumes in the workforce tool.
• Give one-on-one feedback with a clear action and a follow-up date.
• Report weekly on service level, AHT, CSAT and attrition.
• Manage absenteeism and hold return-to-work chats.
• Resolve formal complaints and draft replies for the ombud when needed.

• Know your way around contact centre metrics
• Flexible for shift cover across the week
• At least 2 years as an agent and 1 year coaching or supervising
• Written English good enough for client reports

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

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

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.