Call center supervisor

ITM Tanzania Limited; Gauteng; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading customer service company in Gauteng is seeking an experienced Call Center Supervisor to lead a team of agents. The role involves supervising team performance, managing schedules, and addressing customer complaints. Candidates should have 5–7 years of experience in a call center, with strong leadership skills and proficiency in call center systems. This position offers a chance to foster a productive team environment.

Qualifications

• Minimum of a diploma or associate degree in business, communication, customer service, or related field.
• 5 to 7 years of experience in a call center, with at least 2 years in a supervisory role.
• Excellent verbal and written communication in English.

Responsibilities

• Supervise and motivate a team of call center agents.
• Ensure team performance aligns with targets.
• Manage work schedules and attendance.

Skills

Leadership skills

Communication in English

Call center systems proficiency

Organizational skills

Education

Diploma or associate degree in business or related field

Tools

Zendesk

Avaya

Job description

About The Job

As part of strengthening our customer service operations, we are hiring an experienced Call Center Supervisor to lead and support a team of call center agents. You will be responsible for ensuring team performance, maintaining service quality, and fostering a positive and productive work environment. You will act as the link between management and frontline agents.

Responsibilities

• Supervise, support, and motivate a team of call center agents
• Ensure team performance aligns with targets (response rate, call quality, handling time, etc.)
• Manage work schedules, attendance, and daily staffing needs
• Train new agents and provide ongoing coaching and support
• Conduct call monitoring and deliver constructive feedback
• Analyze performance metrics and implement corrective actions where needed
• Handle escalated customer complaints and complex issues
• Work closely with other supervisors and the call center manager to improve operations
• Contribute to the development of scripts and operational procedures
• Prepare weekly performance reports for management

Requirements

• Minimum of a diploma or associate degree in business, communication, customer service, or related field
• 5 to 7 years of experience in a call center, with at least 2 years in a supervisory role
• Strong leadership skills with the ability to inspire and manage a team
• Proficiency in call center systems and CRM tools (e.g., Zendesk, Avaya, etc.)
• High stress tolerance, excellent organizational skills, and results-driven mindset
• Excellent verbal and written communication in English (French is a plus depending on the role)

Apply now