Contact Centre Supervisor (Back Office) – Experienced

At this insurance contact centre in Isando, you'll turn call data into better service. It's a practical job: you'll see what you got done before you go home.

You'll be based at an insurance contact centre in Isando. Living nearby, or on a taxi route to it, really helps.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Take escalated calls that agents cannot resolve.
• Watch real-time queues and move agents between skills when volumes spike.
• Manage absenteeism and hold return-to-work chats.
• Give one-on-one feedback with a clear action and a follow-up date.

• Know your way around contact centre metrics
• Strong Excel: pivot tables, VLOOKUP and simple charts
• You can give tough feedback kindly and follow through
• 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
• Management development programme
• 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.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").