how2apply

Contact Centre Supervisor (Back Office) – Immediate Start

How2Apply Talent Network

Pietermaritzburg, KwaZulu-Natal

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

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Job Description

This is the next step up from the phones: running numbers and people at an insurance contact centre in Pietermaritzburg. If you turn up on time and finish what you start, you'll fit in quickly.

Home base is an insurance contact centre on the Pietermaritzburg side of KwaZulu-Natal. The first two weeks are spent shadowing someone experienced.

What you'll actually do

Listen to call recordings and score them on the quality form.
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.
Run morning huddles and share yesterday's stats with your team.

What you need

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

Extra points for

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

On offer

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

How to apply

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Get these ready, because shortlisted people are asked for them straight away: two references, including a former manager, certified copy of your smart ID card or green ID book plus your highest qualification.
Fill in the short form below with your name and a phone number you actually answer.
If you're shortlisted you'll hear from us within 10 working days, usually by phone.

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.

How to stand out

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").