Contact Centre Supervisor (Back Office)

At this offshore outsourcing centre in Soweto, you'll turn call data into better service. If you like clear targets and knowing where you stand, this is for you.

Home base is an offshore outsourcing centre on the Soweto side of Gauteng.

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

• Know your way around contact centre metrics
• You can give tough feedback kindly and follow through
• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage

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

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