Supervisor - Replacements Call Centre

About the role

The Supervisor – Replacements Call Centre will lead a team of agents handling replacement requests, ensuring service quality and operational targets are met. This role combines people management with performance monitoring in a fast‑paced call centre environment.

Key responsibilities

• Maintain complete and up‑to‑date documentation for all direct reports, including contracts, performance scorecards, and Individual Development Plans.
• Conduct monthly one‑on‑one meetings, coaching sessions, and performance reviews to drive continuous improvement.
• Monitor and achieve key performance indicators such as call evaluation scores, call waiting times, abandoned call rates, and CSI targets.
• Coordinate training schedules, ensure tool provision (workstations, headsets), and oversee recruitment to keep the team fully staffed.
• Handle customer queries and complaints within SLA, and maintain strong relationships with Operations, Sales, and IT support teams.

Required profile

• Minimum Grade 12 education; leadership or relevant qualification preferred.
• 1‑2 years of supervisory experience, preferably with at least 3 years in a call centre environment.
• Ability to pass a formal background check and meet vaccination requirements for a safe workplace.

Required skills

• Intermediate proficiency in Microsoft Excel.
• Intermediate proficiency in Microsoft Word, PowerPoint, and Outlook.