how2apply

Contact Centre Supervisor (Back Office)

How2Apply Talent Network

Pietermaritzburg, KwaZulu-Natal

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

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Job Description

You'll lead, coach and track a team of 12 to 18 agents at an insurance contact centre in Pietermaritzburg. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

Home base is an insurance contact centre on the Pietermaritzburg side of KwaZulu-Natal. Overtime comes up in peak season and is paid.

What you'll actually do

Report weekly on service level, AHT, CSAT and attrition.
Build rosters and forecast call volumes in the workforce tool.
Manage absenteeism and hold return-to-work chats.
Give one-on-one feedback with a clear action and a follow-up date.
Resolve formal complaints and draft replies for the ombud when needed.

You'll need

You can give tough feedback kindly and follow through
Strong Excel: pivot tables, VLOOKUP and simple charts
Written English good enough for client reports
At least 2 years as an agent and 1 year coaching or supervising
Flexible for shift cover across the week

Nice if you have

A coaching or facilitation certificate
Labour relations basics from a short course

What's in it for you

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

How to apply

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Have the following on hand (clear photos on your phone are fine at first): your highest qualification plus a CV showing team size and results you managed.
Use the form on this page. It takes about two minutes and you don't need to upload anything yet.
Keep your phone on. Shortlisted applicants are contacted by call, SMS or WhatsApp within 7 working days.

How2Apply recruits for this position on behalf of hiring employers around Pietermaritzburg; 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

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