Contact Centre Supervisor (Back Office)
R 18,750 - 23,750 per monthFull-time
How2Apply Talent Network
This position requires local presence. Please view similar jobs below.
At this insurance contact centre in Cape Town CBD, you'll turn call data into better service. If you turn up on time and finish what you start, you'll fit in quickly.
This post is Cape Town CBD-based, with most of your time spent at an insurance contact centre.
What your day looks like
- Watch real-time queues and move agents between skills when volumes spike.
- Build rosters and forecast call volumes in the workforce tool.
- Keep disciplinary records fair and in line with the BCEA and company code.
- Resolve formal complaints and draft replies for the ombud when needed.
- Listen to call recordings and score them on the quality form.
- Give one-on-one feedback with a clear action and a follow-up date.
Must-haves
- At least 2 years as an agent and 1 year coaching or supervising
- Strong Excel: pivot tables, VLOOKUP and simple charts
- Written English good enough for client reports
- Flexible for shift cover across the week
Helpful, not essential
- Workforce tools such as NICE, Verint or Genesys
- Labour relations basics from a short course
- A coaching or facilitation certificate
What you get
- Medical aid and retirement fund contributions
- Management development programme
- Laptop and data for remote reporting days
- Team performance bonus paid quarterly
Applying, step by step
- Make sure the role, the hours and working in Cape Town CBD really suit you before you apply.
- Get these ready, because shortlisted people are asked for them straight away: a CV showing team size and results you managed plus your highest qualification.
- Send your details with the form below. Add one or two lines about similar work you've done.
- Watch for a call or WhatsApp from How2Apply over the next 8 working days.
How2Apply recruits for this position on behalf of hiring employers around Cape Town CBD; applications go into our talent pool and shortlisted candidates are introduced directly.
How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.
Before you hit apply
- Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
- Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
Vacancy posted 1 day ago
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