Contact Centre Supervisor (Back Office)

Great agents need great coaching, and this bank customer experience unit in Kathu wants you to provide it. If you turn up on time and finish what you start, you'll fit in quickly.

This post is Kathu-based, with most of your time spent at a bank customer experience unit.

• Run morning huddles and share yesterday's stats with your team.
• 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.

• Written English good enough for client reports
• You can give tough feedback kindly and follow through
• Know your way around contact centre metrics
• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage

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

• 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").