how2apply

Contact Centre Supervisor (Back Office)

How2Apply Talent Network

Paarl, Western Cape

Full-time

Posted 1 day ago

Full-time Customer Service & Call Centre

Apply for this job

Job Description

You'll lead, coach and track a team of 12 to 18 agents at an offshore outsourcing centre in Paarl. This is a good step for someone who wants proper routine and a manager who notices good work.

Location: Paarl, Western Cape. Applicants who already live in the area get looked at first.

What you'll actually do

Report weekly on service level, AHT, CSAT and attrition.
Listen to call recordings and score them on the quality form.
Build rosters and forecast call volumes in the workforce tool.
Run morning huddles and share yesterday's stats with your team.
Take escalated calls that agents cannot resolve.

Must-haves

Strong Excel: pivot tables, VLOOKUP and simple charts
Flexible for shift cover across the week
At least 2 years as an agent and 1 year coaching or supervising
Know your way around contact centre metrics
Written English good enough for client reports

Helpful, not essential

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

What's in it for you

Team performance bonus paid quarterly
Management development programme
Laptop and data for remote reporting days

Applying, step by step

Make sure the role, the hours and working in Paarl really suit you before you apply.
Have the following on hand (clear photos on your phone are fine at first): your highest qualification plus two references, including a former manager.
Fill in the short form below with your name and a phone number you actually answer.
Keep your phone on. Shortlisted applicants are contacted by call, SMS or WhatsApp within 10 working days.

How2Apply recruits for this position on behalf of hiring employers around Paarl; applications go into our talent pool and shortlisted candidates are introduced directly.

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

Before you hit apply

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