Job Description
To oversee the daily operations of the call centre team, ensuring high levels of customer service, operational efficiency, and team performance. The Call Centre Supervisor is responsible for managing agents, monitoring performance, and driving continuous improvement.
Key Responsibilities
1. Team Management
- Supervise and support a team of call centre agents
- Monitor attendance, punctuality, and adherence to schedules
- Conduct regular team meetings and one-on-one check-ins
- Provide coaching, mentoring, and performance feedback
- Handle escalations and support agents with complex queries
2. Performance Management
- Track and manage key performance indicators (KPIs) such as:
- Call quality
- Average handling time
- First call resolution
- Customer satisfaction
- Conduct performance reviews and implement improvement plans where required
- Ensure targets and service levels are consistently met
3. Operations Oversight
- Oversee daily call centre operations to ensure efficiency
- Manage shift schedules and workforce planning
- Ensure systems and tools are effectively utilized
- Identify operational challenges and implement solutions
4. Quality Assurance & Compliance
- Monitor calls and evaluate agent performance against quality standards
- Ensure adherence to company policies, procedures, and regulatory requirements
- Maintain accurate records and reporting
5. Customer Experience
- Ensure a high standard of customer service is delivered at all times
- Resolve customer complaints and escalations promptly
- Identify trends in customer feedback and recommend improvements
6. Reporting & Administration
- Prepare daily, weekly, and monthly performance reports
- Analyse data to identify trends and areas for improvement
- Maintain accurate documentation of team performance and incidents
Minimum Requirements
- Grade 12 / Matric
- Relevant qualification in Business, Customer Service, or related field (advantageous)
- 2–4 years’ experience in a call centre environment
- At least 1–2 years’ experience in a supervisory or team leader role
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other IT/Computer Jobs in Gauteng
The IT and computer industry is one of the most dynamic and growing sectors in Gauteng, with a thriving job market that offers a wide range of opportunities for career advancement.
In terms of salary ranges, IT professionals in Gauteng can expect to earn anywhere from R800 000 per annum for junior positions to over R2 million for senior executives. The average salary for software engineers is around R1.5 million, while data analysts can earn between R900 000 and R1.2 million. With experience and skills, IT professionals in Gauteng can expect significant salary increases, with some roles offering bonuses and benefits that can increase their overall remuneration.
To succeed in the IT industry in Gauteng, candidates need to possess a range of key skills, including programming languages such as Java, Python, and C++, as well as experience with databases, cloud computing, and cybersecurity. Strong problem-solving skills, attention to detail, and excellent communication skills are also essential for success in this field. Additionally, knowledge of ITIL (Information Technology Infrastructure Library) and Agile methodologies can be highly valued by employers.
Several major companies and industries in Gauteng are currently hiring IT professionals, including technology firms such as Microsoft, IBM, and Oracle, as well as banks and financial institutions like Standard Bank and Nedbank. The finance industry is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.
Career growth opportunities are abundant in the IT industry in Gauteng, with many companies investing heavily in employee training and development programs. With experience and skills, IT professionals can move into senior leadership positions or start their own businesses, while also pursuing further education and certifications. The Johannesburg Stock Exchange (JSE) is also a significant employer of IT staff, with roles ranging from software development to data analytics and cybersecurity.
Overall, the IT industry in Gauteng offers a wide range of exciting career opportunities for job seekers with the right skills and experience. With salaries that are competitive with those offered by major companies globally, there has never been a better time to pursue a career in this dynamic and rapidly evolving field.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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