Contact Centre Supervisor (Back Office)

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

This post is in Umhlanga (KwaZulu-Natal). Please only apply if you can travel there daily.

• Run morning huddles and share yesterday's stats with your team.
• Manage absenteeism and hold return-to-work chats.
• Resolve formal complaints and draft replies for the ombud when needed.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Take escalated calls that agents cannot resolve.
• Watch real-time queues and move agents between skills when volumes spike.

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

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

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

• 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.