Contact Centre Supervisor (Back Office)

You'll lead, coach and track a team of 12 to 18 agents at an e-commerce support hub in Kempton Park. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

The work is in Kempton Park, Gauteng, so you'll need a reliable way to get there every day.

• Report weekly on service level, AHT, CSAT and attrition.
• Manage absenteeism and hold return-to-work chats.
• Give one-on-one feedback with a clear action and a follow-up date.
• Build rosters and forecast call volumes in the workforce tool.
• Resolve formal complaints and draft replies for the ombud when needed.
• Run morning huddles and share yesterday's stats with your team.
• Take escalated calls that agents cannot resolve.

• Flexible for shift cover across the week
• Know your way around contact centre metrics
• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through
• Strong Excel: pivot tables, VLOOKUP and simple charts
• At least 2 years as an agent and 1 year coaching or supervising

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

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

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