Contact Centre Supervisor (Back Office)

At this e-commerce support hub in Springs, you'll turn call data into better service. This role rewards consistency more than flash.

The work is in Springs, Gauteng, so you'll need a reliable way to get there every day.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Give one-on-one feedback with a clear action and a follow-up date.
• Take escalated calls that agents cannot resolve.
• Build rosters and forecast call volumes in the workforce tool.
• Listen to call recordings and score them on the quality form.
• Report weekly on service level, AHT, CSAT and attrition.
• Resolve formal complaints and draft replies for the ombud when needed.

• At least 2 years as an agent and 1 year coaching or supervising
• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Written English good enough for client reports
• Know your way around contact centre metrics

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

• Medical aid and retirement fund contributions
• Management development programme
• Team performance bonus paid quarterly

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.