Contact Centre Supervisor (Back Office) – Immediate Start

You'll lead, coach and track a team of 12 to 18 agents at a medical scheme call centre in Soweto. Bring a calm head on busy days and you'll be fine.

You'll report in Soweto. Relocation is not covered for this one. Overtime comes up in peak season and is paid.

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

• Know your way around contact centre metrics
• You can give tough feedback kindly and follow through
• At least 2 years as an agent and 1 year coaching or supervising
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Flexible for shift cover across the week
• Written English good enough for client reports

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

• 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.