Website The South African National Roads Agency (SANRAL)
SANRAL seeks to enhance your travel and road experience by strategically planning, designing, constructing, and maintaining the national road network for social development and economic growth in SA. As the custodian of the national road network, we are committed to the creation of economic value… read more for the nation, through the provision of road infrastructure. 48 Tambotie Avenue, Val de Grace, PRETORIA
MINIMUM REQUIREMENTS
NQF 6 Diploma in Contact Centre Management, Customer Service, Business Administration or related
3 years minimum relevant experience as a contact centre / call centre supervisor.
KEY RESPONSIBILITIES
Team Supervision
Oversee day-to-day operations of the contact centre team, ensuring optimal staffing and workload distribution across queues and shifts.
Provide real-time support and guidance to agents to ensure consistent and professional handling of customer interactions.
Manage adherence to schedules, monitor attendance, and approve shift changes or break adjustments as needed.
Foster a collaborative and high-performance team culture through open communication, regular check-ins, and motivation strategies.
Serve as the first point of escalation for unresolved or sensitive queries, supporting agents in managing complex customer interactions.
Performance Management and Continuous Improvement
Conduct regular performance reviews and quality assessments, using KPIs (e.g., Average Handling Time, First Call Resolution, Customer Satisfaction) to evaluate agent effectiveness.
Provide coaching, feedback, and informal counselling to support agent development and address performance issues.
Identify recurring service issues, training needs, or process inefficiencies and recommend appropriate interventions or improvements.
Support the implementation of new procedures, scripts, tools, and training initiatives aimed at enhancing service delivery.
Promote a culture of accountability, continuous learning, and responsiveness to customer needs.
Reporting
Compile daily, weekly, and monthly reports on contact centre performance, including call volumes, agent productivity, SLA compliance, and customer satisfaction metrics.
Maintain accurate records of coaching, quality assessments, attendance, and escalations for audit and compliance purposes.
Use reports and analytics to inform operational adjustments, support team briefings, and drive service improvements.
Provide performance insights and recommendations to the Contact Centre Manager for planning and resourcing decisions.
Closing date for applications: 1 May 2026
go to method of application »
Apply via company website ( https://www.gov.za/about-government/contact-directory/soe/south-african-national-road-agency ) or