Contact Centre Supervisor (Back Office)

Great agents need great coaching, and this bank customer experience unit in Vereeniging wants you to provide it. 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 Vereeniging side of Gauteng. Weekend work is on a roster, so you won't be on every weekend.

• Watch real-time queues and move agents between skills when volumes spike.
• Take escalated calls that agents cannot resolve.
• Give one-on-one feedback with a clear action and a follow-up date.
• Resolve formal complaints and draft replies for the ombud when needed.
• Build rosters and forecast call volumes in the workforce tool.
• Manage absenteeism and hold return-to-work chats.

• You can give tough feedback kindly and follow through
• Matric, with a relevant diploma an advantage
• At least 2 years as an agent and 1 year coaching or supervising
• Flexible for shift cover across the week
• Know your way around contact centre metrics
• Written English good enough for client reports

• COPC or similar contact centre standards exposure
• Labour relations basics from a short course

• Laptop and data for remote reporting days
• 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").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.