SOUTH AFRICAN NATIONAL ROADS AGENCY (SANRAL)

 

 

 

 

SUPERVISOR: CONTACT CENTRE

Gauteng

Permanent

 

Description

 

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.

 

TECHNICAL COMPETENCIES:

·       Customer Service Principles: In-depth knowledge of service standards, complaint handling, and de-escalation techniques.

·       Call Centre Operations Understanding of queue management, call routing, performance metrics e.g. Average Handling Time, First Contact Resolution, Call Answer Speed, and quality assurance.

·       Systems and Tools Working knowledge of ticketing systems, CRM platforms, call logging software, reporting systems and communication tools like email, Teams, or chat interfaces.

·       Policy and Compliance Awareness of the applicable workplace policies, understanding of POPIA compliance requirements, and protocols for protecting customer and vendor information.

·       Problem Solving Ability to analyze and solve problems impacting customers and own team.

 

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.

 

 

 

 

 

 

 

 

EMPLOYMENT REFERENCE CHECKS

Employment reference checks are a requirement as part of SANRAL’s recruitment and selection process. In order for SANRAL to conduct these checks a consent form needs to be completed and signed by the applicant. As an applicant of this position, you authorize SANRAL to process all the information provided for the purpose of your application for the position as well as the verification and record keeping of such credentials.

Please note that this is a confidential document and is intended for internal use by SANRAL’s Human resources department only.

 

EMPLOYMENT EQUITY

Appointments will be made in accordance with SANRAL’s Employment Equity plan.

SANRAL reserves the right not to fill any position.

 

Closing date for applications: 1 May 2026

 

Link to apply for this position: https://career2.successfactors.eu/sfcareer/jobreqcareer?jobId=2762&company=southafr02

 

Candidates who have applied before are encouraged to apply again, should they wish to. 

 

Employment Permanent

Location Central Operations Centre (COC): 36 Assegai Wood Road, Centurion

Closing Date 01/05/2026