Contact Centre Supervisor (Back Office)

You'll lead, coach and track a team of 12 to 18 agents at a medical scheme call centre in Montague Gardens. If you like clear targets and knowing where you stand, this is for you.

The work is in Montague Gardens, Western Cape, so you'll need a reliable way to get there every day.

• Listen to call recordings and score them on the quality form.
• Give one-on-one feedback with a clear action and a follow-up date.
• Take escalated calls that agents cannot resolve.
• Manage absenteeism and hold return-to-work chats.
• Build rosters and forecast call volumes in the workforce tool.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Watch real-time queues and move agents between skills when volumes spike.

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

• COPC or similar contact centre standards exposure
• Labour relations basics from a short course

• Medical aid and retirement fund contributions
• Laptop and data for remote reporting days
• 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.