Operations Supervisor

Findojobs South Africa; Gauteng; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A recruitment service is seeking an Operations Supervisor for a call center in Gauteng. The ideal candidate will have 3-5 years of call center experience and proven leadership skills. Responsibilities include supervising agents, generating productivity reports, and ensuring compliance with performance standards. Applicants must be available to work various schedules and have strong communication skills.

Qualifications

• Minimum 3-5 years of experience in a call center environment.
• Proven experience as a supervisor or team lead in a call center.
• Experience in healthcare, supplements, collections, sales, lead generation, or loan originations.

Responsibilities

• Supervise the development of phone agents within the team.
• Elaborate weekly productivity reports.
• Handle escalation calls according to the line of business supervised.
• Monitor and audit calls to ensure adherence to procedures.
• Provide weekly feedback to agents regarding areas for improvement.
• Support the integration and training of new hires.

Skills

Strong leadership and team management skills

Experience in sales campaign management or support

Excellent verbal and written communication skills

Proficiency with call center technology

Ability to analyze performance metrics

Strong problem-solving and conflict-resolution skills

Ability to multitask and prioritize

Customer-focused with a commitment to delivering exceptional service

Education

Matric Certificate (bachelor's degree preferred)

Tools

CRM systems

Performance monitoring tools

Job description

We are looking for a talented Operations Supervisor for our call center!

Objective :

To supervise the development of phone agents within their team, ensuring compliance with the performance and quality indicators established by the client.

Main Activities :

• Elaborate weekly productivity reports.
• Handle escalation calls according to the line of business supervised.
• Monitor and audit calls to ensure adherence to procedures and guidelines established by the client.
• Coordinate calibration sessions with agents, listening to calls and sharing best practices.
• Provide weekly feedback (or as needed) to agents regarding areas for improvement or procedural compliance.
• Follow up on permits, medical leaves, or requests for administrative documents.
• Support the integration and training of new hires.

Requirements :

Education & Experience

• Matric Certificate (bachelor's degree preferred)
• English B2 - C1 (Berlitz or business proficiency)
• Availability to work Monday - Sunday (5-day work week) with multiple schedules
• Minimum 3-5 years of experience in a call center environment
• Proven experience as a supervisor or team lead in a call center
• Experience in healthcare, supplements, collections, sales, lead generation, or loan originations

Skills & Competencies :

• Strong leadership and team management skills
• Experience in sales campaign management or support
• Excellent verbal and written communication skills
• Proficiency with call center technology (CRM systems, dialers, performance monitoring tools)
• Ability to analyze performance metrics and generate actionable insights
• Strong problem-solving and conflict-resolution skills
• Ability to multitask, prioritize, and adapt in a fast-paced environment
• Customer-focused with a commitment to delivering exceptional service

All qualified applicants will be considered based on their qualifications, experience, and relevant competencies. We do not discriminate based on race, gender, age, disability, religion, sexual orientation, or any other protected characteristic.

REDIAL BPO will never request any payment from applicants for applications, interviews, or job placements. If asked for payment claiming to be from REDIAL BPO, report it immediately as fraudulent.