Contact Centre Supervisor (Back Office) – Fixed-Term

This is the next step up from the phones: running numbers and people 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.

Home base is an offshore outsourcing centre on the Paarl side of Western Cape. Start date: as soon as possible for the right person.

• Report weekly on service level, AHT, CSAT and attrition.
• Give one-on-one feedback with a clear action and a follow-up date.
• Manage absenteeism and hold return-to-work chats.
• Listen to call recordings and score them on the quality form.
• Resolve formal complaints and draft replies for the ombud when needed.

• At least 2 years as an agent and 1 year coaching or supervising
• Know your way around contact centre metrics
• You can give tough feedback kindly and follow through
• Written English good enough for client reports

• A coaching or facilitation certificate
• Workforce tools such as NICE, Verint or Genesys

• Medical aid and retirement fund contributions
• Management development programme
• Laptop and data for remote reporting days

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.