Contact Centre Supervisor (Back Office)

You'll lead, coach and track a team of 12 to 18 agents at a bank customer experience unit in Richards Bay. Expect to be trusted with real work from your first week.

The work is in Richards Bay, KwaZulu-Natal, so you'll need a reliable way to get there every day. Overtime comes up in peak season and is paid.

• Manage absenteeism and hold return-to-work chats.
• Run morning huddles and share yesterday's stats with your team.
• Resolve formal complaints and draft replies for the ombud when needed.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Watch real-time queues and move agents between skills when volumes spike.
• Report weekly on service level, AHT, CSAT and attrition.
• Listen to call recordings and score them on the quality form.

• Know your way around contact centre metrics
• Flexible for shift cover across the week
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Matric, with a relevant diploma an advantage

• Team performance bonus paid quarterly
• Medical aid and retirement fund contributions
• Management development programme
• Laptop and data for remote reporting days

• 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").