Contact Centre Supervisor (Back Office)

Great agents need great coaching, and this e-commerce support hub in Mamelodi wants you to provide it. This is a good step for someone who wants proper routine and a manager who notices good work.

This post is in Mamelodi (Gauteng). Please only apply if you can travel there daily. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Listen to call recordings and score them on the quality form.
• Build rosters and forecast call volumes in the workforce tool.
• Report weekly on service level, AHT, CSAT and attrition.
• Give one-on-one feedback with a clear action and a follow-up date.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Resolve formal complaints and draft replies for the ombud when needed.
• Run morning huddles and share yesterday's stats with your team.

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

• COPC or similar contact centre standards exposure
• Workforce tools such as NICE, Verint or Genesys
• Labour relations basics from a short course

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

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