Contact Centre Supervisor (Back Office)

At this bank customer experience unit in Vanderbijlpark, you'll turn call data into better service. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

Home base is a bank customer experience unit on the Vanderbijlpark side of Gauteng. Shifts rotate, so you'll need to be flexible about days and nights.

• Take escalated calls that agents cannot resolve.
• Resolve formal complaints and draft replies for the ombud when needed.
• 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.
• Watch real-time queues and move agents between skills when volumes spike.

• Written English good enough for client reports
• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage
• Know your way around contact centre metrics
• Strong Excel: pivot tables, VLOOKUP and simple charts

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

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

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