Call Centre Supervisor at Shoprite Group of Companies

Purpose of the Job    

• The purpose of Call Centre Supervisor role is to coordinate and support daily activities within the Call Centre by guiding agents, monitoring operational performance, resolving escalated queries, and ensuring consistent delivery of service standards. The role provides task leadership to the team, ensuring schedules, processes, and service expectations are followed.

Job Objectives    

• Operational Coordination & Service Delivery:
• Monitor service levels and highlight deviations, ensuring the team adheres to operational expectations.
• Coordinate the completion of daily tasks to meet call centre requirements, deadlines, and quality standards.
• Support the team by addressing real-time issues and guiding them to follow correct processes.

Team Guidance, Support & Development:

• Provide daily task direction and coaching to agents, reinforcing quality and performance expectations.
• Guide staff through performance documentation requirements and assist with implementing performance-related actions.
• Support implementation of training and knowledge refreshers to maintain up-to-date product knowledge.

Scheduling, Attendance & Task Allocation:

• Coordinate shift schedules and ensure appropriate coverage for operational periods.
• Oversee agent timesheets and monitor adherence to scheduled hours.
• Allocate tasks or queues to agents based on workload, availability, and service requirements.

Customer & Client Query Handling:

• Address escalated client or customer queries and coordinate resolutions with relevant stakeholders.
• Provide feedback to management and agents on recurring issues or customer insights.

Reporting & Administrative Support:

• Prepare, update, and distribute operational reports as required.
• Maintain accurate administrative records relating to attendance, performance, coaching, and operational tasks.
• Capture or update agent codes and systems-related records.

Quality & Standards Compliance:

• Reinforce departmental standards and ensure the team follows policies, procedures, and customer service guidelines.
• Monitor quality of calls and guide agents to improve service delivery.

Discipline & Conduct Support:

• Monitor staff conduct and identify issues requiring intervention.
• Assist management with disciplinary processes by providing supporting information and reporting on adherence.

Qualifications    

• National Diploma or equivalent in Business, Contact Centre Management, or a related field (essential).

Experience    

Essential:

• 4 years’ experience in call centre supervisory, senior agent or similar role.
• Experience coordinating service levels, scheduling, coaching, and reporting.

Knowledge and Skills    

• Knowledge of Microsoft (essential).

Closing Date    

• 2026/03/03