Contact Centre Supervisor (Back Office)

You'll lead, coach and track a team of 12 to 18 agents at an offshore outsourcing centre in Stellenbosch. Bring a calm head on busy days and you'll be fine.

You'll be based at an offshore outsourcing centre in Stellenbosch. Living nearby, or on a taxi route to it, really helps.

• Manage absenteeism and hold return-to-work chats.
• Listen to call recordings and score them on the quality form.
• Build rosters and forecast call volumes in the workforce tool.
• Take escalated calls that agents cannot resolve.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Report weekly on service level, AHT, CSAT and attrition.

• Know your way around contact centre metrics
• Matric, with a relevant diploma an advantage
• At least 2 years as an agent and 1 year coaching or supervising
• Written English good enough for client reports

• A coaching or facilitation certificate
• COPC or similar contact centre standards exposure
• 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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.