Operational Supervisor

Randburg, South Africa Posted on 19/05/2026

Focus: The Operations Supervisor leads a frontline team to deliver consistent, high-quality service aligned with performance targets and client expectations. This role balances tactical execution with people leadership-ensuring that agents are supported, metrics are met, and processes are followed. The Supervisor acts as a key liaison between agents and management, driving accountability, coaching for growth, and fostering a culture of fairness and professionalism.

• Supervise daily operations and ensure adherence to SLAs and KPIs
• Conduct shift briefings, performance updates, and coaching sessions
• Monitor dashboards and escalate performance or compliance issues
• Allocate tasks and adjust staffing based on real-time needs
• Maintain documentation standards for attendance, adherence, and incidents
• Promote a culture of fairness, professionalism, and ethical conduct
• Collaborate with Workforce, QA, and Training teams to support team development
• Provide feedback and support to agents in alignment with company values and goals
• Participate in calibration sessions and contribute to process improvement initiatives
• Ensure compliance with company policies and client expectations

• Builds Effective Teams: Coaches agents, fosters collaboration, and promotes peer support
• Ensures Accountability: Tracks performance, escalates issues, and enforces standards
• Plans and Aligns: Manages staffing, shift planning, and real-time adjustments
• Communicates Effectively: Delivers feedback, leads briefings, and resolves conflicts
• Applies policies fairly, maintains confidentiality, and models integrity