Telematics Call Center Supervisor: Drive Efficiency

ZEDA Limited; Johannesburg; On-site; ZAR 240,000 - 360,000; Full time

Job summary

ZEDA Limited in Johannesburg is seeking a Supervisor: Telematics Call Centre to oversee daily operations, support agents, and minimise financial risk while improving customer satisfaction.

You will manage shift schedules, monitor KPIs and SLAs, coach staff, and participate in performance reviews. A valid driver’s license and call centre experience are required; a degree or diploma in business administration is advantageous.

Qualifications

• Grade 12 or equivalent required; relevant certificates preferred.
• Valid Driver’s License.

Responsibilities

• Oversee daily call centre operations and supervise agents to ensure service levels.
• Manage workforce: shift schedules, attendance, break rotations for peak coverage.
• Monitor alert volumes and ensure resources meet SLA targets.
• Provide coaching and feedback to improve agent performance.
• Conduct performance reviews and recommend staff development and training.
• Escalate system issues to Customer Support Manager for resolution.
• Ensure adherence to POPIA and other regulatory requirements.

Skills

People management

Coaching and feedback

Customer service leadership

Shift scheduling

Performance monitoring

Education

Grade 12 (Matric) and related certificates

Certificate in Call Centre Management

Degree or Diploma in Business Administration/Management (Advantageous)

Job description

ZEDA Limited in Johannesburg is seeking a Supervisor: Telematics Call Centre to oversee daily operations, support agents, and minimise financial risk while improving customer satisfaction.

You will manage shift schedules, monitor KPIs and SLAs, coach staff, and participate in performance reviews. A valid driver’s license and call centre experience are required; a degree or diploma in business administration is advantageous.