Customer Engagement Supervisor

We are seeking an experienced and motivated Customer Engagement Supervisor to lead and support a team of Customer Service Agents and Lead Generation Specialists within our 24/7 customer engagement operation serving the international market.

The successful candidate will be responsible for driving team performance, maintaining service excellence, coaching and developing employees, and ensuring operational objectives are consistently achieved. This role requires a hands-on leader who can effectively balance people management, operational oversight, customer experience, and performance improvement initiatives.

The ideal candidate thrives in a fast-paced environment, possesses strong leadership capabilities, and demonstrates exceptional customer service and communication skills.

Key Responsibilities

Team Leadership & Performance Management

• Supervise, coach, and support a team of Customer Service Agents and Lead Generation Specialists.
• Monitor individual and team performance against established KPIs and service standards.
• Conduct regular one-on-one coaching sessions and performance reviews.
• Identify development opportunities and implement targeted coaching plans.
• Foster a positive, accountable, and high-performance team culture.
• Assist with onboarding and training of new team members.

Operational Excellence

• Ensure adherence to schedules, attendance requirements, and operational procedures.
• Monitor workflow, productivity, and service levels across shifts.
• Support workforce planning and staffing requirements in collaboration with management.
• Assist in maintaining service quality, customer satisfaction, and operational efficiency.
• Analyse performance metrics and provide recommendations for continuous improvement.
• Ensure compliance with company policies, procedures, and quality standards.

Customer Experience & Quality Assurance

• Serve as a point of escalation and support for complex customer situations.
• Monitor customer interactions to ensure quality and professionalism.
• Identify recurring issues and collaborate with management to implement solutions.
• Promote a customer-centric culture focused on delivering exceptional service.
• Support the resolution of operational challenges to minimise service disruption.

Reporting & Communication

• Prepare and maintain performance reports and operational updates.
• Communicate business objectives, policy updates, and operational changes to the team.
• Collaborate with internal stakeholders to ensure seamless service delivery.
• Escalate critical issues and risks appropriately.

Minimum Requirements

• Grade 12 / Matric certificate.
• Minimum 3–5 years' experience within a call centre, customer service, lead generation, or customer engagement environment.
• Minimum 1–2 years' experience in a supervisory, team lead, or coaching capacity.
• Excellent verbal and written English communication skills.
• Strong leadership, coaching, and mentoring abilities.
• Experience managing performance metrics and service-level targets.
• Proficiency with CRM systems and reporting tools.
• Strong problem-solving, decision-making, and conflict-resolution skills.
• Ability to work rotational shifts.

Preferred Qualifications

• Experience supporting international customers or clients.
• Background in customer service, lead generation, sales support or contact centre operations.
• Experience with workforce management and quality assurance processes.
• Familiarity with CRM platforms.
• Experience managing teams.

What We Offer

• Competitive salary.
• Shift allowance.
• Leadership development opportunities.
• Career growth within a rapidly expanding organisation.
• Collaborative and supportive work environment.

Working Hours

This position operates within a 24-hour customer engagement environment supporting customers and clients across various time zones.

Successful candidates must be willing to work rotational shifts, including:

• Day shifts
• Evening shifts
• Overnight shifts
• Weekends
• Public holidays

Shift schedules will be provided in advance based on operational requirements.

Pay: R14 000,00 per month

Application Question(s):

• How many year experience do you have in a customer service role, or call center environment?
• How many years experience do you have in a supervisory, or team lead role?

Work Location: In person