Contact Centre Supervisor (Back Office)

You'll lead, coach and track a team of 12 to 18 agents at an offshore outsourcing centre in Kempton Park. Good for someone who wants to build a solid track record they can put on their CV.

Home base is an offshore outsourcing centre on the Kempton Park side of Gauteng. The first two weeks are spent shadowing someone experienced.

• Take escalated calls that agents cannot resolve.
• Run morning huddles and share yesterday's stats with your team.
• Resolve formal complaints and draft replies for the ombud when needed.
• Build rosters and forecast call volumes in the workforce tool.
• Watch real-time queues and move agents between skills when volumes spike.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Listen to call recordings and score them on the quality form.

• Know your way around contact centre metrics
• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through
• At least 2 years as an agent and 1 year coaching or supervising

• Workforce tools such as NICE, Verint or Genesys
• A coaching or facilitation certificate
• COPC or similar contact centre standards exposure

• Management development programme
• 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").