Banking Call Center Supervisor— Lead Ops&Team Performance, Johannesburg

Role Summary The Supervisor is required to oversee the call centre operations and manage day‑to‑day activities, ensuring sustained and profitable growth throughout the contractual lifecycle. They will lead a team of Customer Service Agents, meet performance targets, and identify areas for improvement to enhance operational efficiencies. They coordinate customer engagement strategies, optimize systems and processes, and drive service excellence. They are accountable for all service level criteria and ensure smooth, effective operations.

Qualifications

Minimum: Grade 12 or equivalent (NQF Level 4)

Preferred qualifications: Qualification in Banking or Finance, RE5 certificate, FAIS qualifications and credits

Skills and Knowledge

Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Exceptional written and verbal communication skills (English)

Strong knowledge of call centre operations, financial acumen and understanding of banking products

Regulatory compliance knowledge

Experience

Minimum of 5 years in Banking or Financial services, with at least 2 years in a Supervisory role

Minimum of 3 years’ experience with Banking systems

Responsibilities

Maintain a minimum of 90% and maximum of 100% service level

Ensure sufficient staff on duty and arrange additional staff if required

Test all phones and systems before and after shifts

Escalate any technical problems to Management or IT Department for resolution

Attend meetings when necessary

Monitor to ensure appropriate assistance is continuously and time‑wise rendered to customers

Supervise all staff by monitoring agent movement, activity and productivity in real‑time

Monitor staff productivity continuously and ensure sufficient staff on the floor to deal with call volumes

Manage staff breaks around the daily requirements of the call centre

Provide support to agents, including product information and problem‑solving support when required

Conduct ongoing performance evaluation of staff and hold monthly performance discussions

Solve staff and client queries

Summarize all complaints and send to the Complaints Agent for formal feedback

Provide feedback to clients who experienced issues on that day before the close of business; if unresolved, hand to shift swap Team Leader/ Supervisor

Submit the daily call centre performance report

Ensure adherence to disciplinary processes and take action as necessary

Maintain compliance with company and client policies, ensuring an efficient outsourcing service

Benefits Medical cover, provident fund, funeral cover, long service awards, learnerships and bursaries. Employee wellness and recognition programmes provide support and celebration.

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