Contact Centre Supervisor (Back Office)

At this medical scheme call centre in Pinetown, you'll turn call data into better service. You don't need to be the loudest person in the room, just the one others can count on.

The site is in Pinetown; early starts mean public transport timing matters, so check your route before applying. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Build rosters and forecast call volumes in the workforce tool.
• Watch real-time queues and move agents between skills when volumes spike.
• Resolve formal complaints and draft replies for the ombud when needed.
• Run morning huddles and share yesterday's stats with your team.
• Take escalated calls that agents cannot resolve.
• Give one-on-one feedback with a clear action and a follow-up date.

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

• A coaching or facilitation certificate
• COPC or similar contact centre standards exposure

• Medical aid and retirement fund contributions
• Management development programme
• Team performance bonus paid quarterly

• 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").