Contact Centre Supervisor (Back Office)

At this medical scheme call centre in Roodepoort, you'll turn call data into better service. It suits someone who likes knowing exactly what a good day's work looks like.

This post is Roodepoort-based, with most of your time spent at a medical scheme call centre. Start is planned for the beginning of next month.

• Run morning huddles and share yesterday's stats with your team.
• Manage absenteeism and hold return-to-work chats.
• Watch real-time queues and move agents between skills when volumes spike.
• Report weekly on service level, AHT, CSAT and attrition.
• Build rosters and forecast call volumes in the workforce tool.
• Resolve formal complaints and draft replies for the ombud when needed.

• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Flexible for shift cover across the week
• Written English good enough for client reports

• Workforce tools such as NICE, Verint or Genesys
• COPC or similar contact centre standards exposure

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

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.