Operations Supervisor

Redial BPO; Johannesburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading BPO company is seeking an Operations Supervisor for its call center in Johannesburg. This role involves supervising phone agents, ensuring compliance with performance indicators, and managing team training and development. The ideal candidate should have significant experience in a call center environment and strong leadership abilities.

Qualifications

• Minimum 3-5 years of experience in a call center environment.
• Proven experience as a supervisor or team lead.

Responsibilities

• Elaborating weekly productivity reports.
• Monitoring and auditing calls for compliance.
• Providing feedback to agents on performance.

Skills

Strong leadership

Team management

Excellent verbal communication

Excellent written communication

Problem-solving

Customer-focused

Education

Matric Certificate

Bachelor’s degree (preferred)

Tools

CRM systems

Dialers

Performance monitoring tools

Job description

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

Objective:

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

Main Activities:

• Elaborate weekly productivity reports.
• Take escalation calls according to the line of business being supervised.
• Monitor and audit calls for the correct follow-up of the procedures and guideline established by the client.
• Coordinating calibration sessions with the phone agents while listening to calls and sharing the best practices.
• Providing weekly feedback (or according to the necessity) to the agents under their management about the areas of opportunity or the compliance of the procedures.
• Providing follow-up to the permits, medical leaves, or requests for administrative documents.
• Provide support on the integration and training of new hires.

Requirements:

Education & Experience

• Matric Certificate (bachelor’s degree preferred)
• English B2 - C1 Berlitz or business
• Availability to commit to a schedule Monday - Sunday (5 days work week) 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 environment
• Experienced in healthcare, supplements, collections, sales, lead generation and/or loan originations
  

Skills & Competencies:

• Strong leadership and team management skills.
• Sales campaign management or support
• Excellent verbal and written communication abilities.
• Proficiency with call center technology (e.g., 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 suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law.

REDIAL BPO will never request any form of payment—whether for applications, interviews, or job placements—from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.