Contact Centre Supervisor (Back Office)

Great agents need great coaching, and this medical scheme call centre in Midrand wants you to provide it. If you like clear targets and knowing where you stand, this is for you.

Location: Midrand, Gauteng. Applicants who already live in the area get looked at first. Most weeks are 45 hours, in line with the BCEA.

• Resolve formal complaints and draft replies for the ombud when needed.
• Run morning huddles and share yesterday's stats with your team.
• Build rosters and forecast call volumes in the workforce tool.
• 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.

• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage
• Know your way around contact centre metrics
• 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

• Medical aid and retirement fund contributions
• Team performance bonus paid quarterly
• 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.