Contact Centre Supervisor (Back Office) – Experienced

At this e-commerce support hub in Soweto, you'll turn call data into better service. Good for someone who wants to build a solid track record they can put on their CV.

You'll be based at an e-commerce support hub in Soweto. Living nearby, or on a taxi route to it, really helps. Start date: as soon as possible for the right person.

• Give one-on-one feedback with a clear action and a follow-up date.
• 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.
• Resolve formal complaints and draft replies for the ombud when needed.
• Run morning huddles and share yesterday's stats with your team.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• Matric, with a relevant diploma an advantage
• Written English good enough for client reports
• Flexible for shift cover across the week

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

• Management development programme
• Medical aid and retirement fund contributions
• Laptop and data for remote reporting days
• 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").