Contact Centre Supervisor (Back Office)

You'll lead, coach and track a team of 12 to 18 agents at a bank customer experience unit in Khayelitsha. Good for someone who wants to build a solid track record they can put on their CV.

You'll be based at a bank customer experience unit in Khayelitsha. Living nearby, or on a taxi route to it, really helps. Start is planned for the beginning of next month.

• 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.
• Run morning huddles and share yesterday's stats with your team.
• 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.
• Listen to call recordings and score them on the quality form.

• Written English good enough for client reports
• Strong Excel: pivot tables, VLOOKUP and simple charts
• 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

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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.