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. Key Responsibilities 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...