Contact Centre Supervisor (Back Office) – Experienced

This is the next step up from the phones: running numbers and people at an e-commerce support hub in Kempton Park. Expect to be trusted with real work from your first week.

This post is Kempton Park-based, with most of your time spent at an e-commerce support hub. The first two weeks are spent shadowing someone experienced.

• Report weekly on service level, AHT, CSAT and attrition.
• Build rosters and forecast call volumes in the workforce tool.
• Resolve formal complaints and draft replies for the ombud when needed.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Take escalated calls that agents cannot resolve.
• Give one-on-one feedback with a clear action and a follow-up date.
• Watch real-time queues and move agents between skills when volumes spike.

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

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

• Management development programme
• Laptop and data for remote reporting days
• Medical aid and retirement fund contributions

• 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").