Contact Centre Supervisor (Back Office)

This is the next step up from the phones: running numbers and people at a bank customer experience unit in Tzaneen. You don't need to be the loudest person in the room, just the one others can count on.

Location: Tzaneen, Limpopo. Applicants who already live in the area get looked at first. Start date: as soon as possible for the right person.

• Give one-on-one feedback with a clear action and a follow-up date.
• Manage absenteeism and hold return-to-work chats.
• Listen to call recordings and score them on the quality form.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Build rosters and forecast call volumes in the workforce tool.
• Resolve formal complaints and draft replies for the ombud when needed.

• At least 2 years as an agent and 1 year coaching or supervising
• Know your way around contact centre metrics
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage

• A coaching or facilitation certificate
• Workforce tools such as NICE, Verint or Genesys

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

• 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.