Supervisor : ContactCentre (2762) at The South African National Roads Agency (SANRAL)

MINIMUM REQUIREMENTS

• NQF 6 Diploma in Contact Centre Management, Customer Service, Business Administration or related
• 3 years minimum relevant experience as a contact centre / call centre supervisor.

KEY RESPONSIBILITIES

Team Supervision

• Oversee day-to-day operations of the contact centre team, ensuring optimal staffing and workload distribution across queues and shifts.
• Provide real-time support and guidance to agents to ensure consistent and professional handling of customer interactions.
• Manage adherence to schedules, monitor attendance, and approve shift changes or break adjustments as needed.
• Foster a collaborative and high-performance team culture through open communication, regular check-ins, and motivation strategies.
• Serve as the first point of escalation for unresolved or sensitive queries, supporting agents in managing complex customer interactions.

Performance Management and Continuous Improvement

• Conduct regular performance reviews and quality assessments, using KPIs (e.g., Average Handling Time, First Call Resolution, Customer Satisfaction) to evaluate agent effectiveness.
• Provide coaching, feedback, and informal counselling to support agent development and address performance issues.
• Identify recurring service issues, training needs, or process inefficiencies and recommend appropriate interventions or improvements.
• Support the implementation of new procedures, scripts, tools, and training initiatives aimed at enhancing service delivery.
• Promote a culture of accountability, continuous learning, and responsiveness to customer needs.

Reporting

• Compile daily, weekly, and monthly reports on contact centre performance, including call volumes, agent productivity, SLA compliance, and customer satisfaction metrics.
• Maintain accurate records of coaching, quality assessments, attendance, and escalations for audit and compliance purposes.
• Use reports and analytics to inform operational adjustments, support team briefings, and drive service improvements.
• Provide performance insights and recommendations to the Contact Centre Manager for planning and resourcing decisions.

Closing date for applications: 1 May 2026