Contact Centre Supervisor (Back Office)

At this e-commerce support hub in Sandton, you'll turn call data into better service. Expect to be trusted with real work from your first week.

This post is in Sandton (Gauteng). Please only apply if you can travel there daily.

• Run morning huddles and share yesterday's stats with your team.
• Give one-on-one feedback with a clear action and a follow-up date.
• Build rosters and forecast call volumes in the workforce tool.
• Manage absenteeism and hold return-to-work chats.
• Listen to call recordings and score them on the quality form.

• You can give tough feedback kindly and follow through
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Flexible for shift cover across the week
• 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

• 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.