Contact Centre Supervisor (Back Office)

You'll lead, coach and track a team of 12 to 18 agents at an insurance contact centre in Worcester. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

You'll report in Worcester. Relocation is not covered for this one.

• 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.
• Listen to call recordings and score them on the quality form.
• Build rosters and forecast call volumes in the workforce tool.
• Run morning huddles and share yesterday's stats with your team.

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

• Labour relations basics from a short course
• COPC or similar contact centre standards exposure
• Workforce tools such as NICE, Verint or Genesys

• Medical aid and retirement fund contributions
• Team performance bonus paid quarterly
• Management development programme
• 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").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.