Overview
Supervisor Jobs in Johannesburg, Gauteng, South Africa at Digicall Group
Title: Supervisor
Company: Digicall Group
Location: Johannesburg, Gauteng, South Africa
Closing on: May 15, 2026
At Digicall Group, we challenge ourselves to make it possible for everyone in our world to prosper, thrive and grow. Guided by our values of Bright, Agile and True, we take pride in who we are, we’re inspired by why we’re here, and we believe in what we do. We also enjoy a work environment that motivates, connects, guides, supports, protects, honours and stretches us all to dream big, to be excellent, and to contribute uniquely to our shared success.
Role Summary
This role is in a contact/service centre for one of the top OEM brands in South Africa. The Supervisor is required to oversee the call centre operations and manage the day-to-day activities, ensuring sustained and profitable growth throughout the contractual lifecycle. The Supervisor will be responsible for leading a team of Customer Service and Fleet Agents, ensuring they meet performance targets and identifying areas for improvement to enhance operational efficiencies. The incumbent will also coordinate customer engagement strategies, optimize systems and processes, and drive service excellence.
They will be held accountable for all service level criteria and must ensure smooth and effective operations. Additionally, they are responsible for the ongoing optimization of staff performance, workflows, workforce planning, and employee engagement.
If you’re ready to belong to an “open mindset” work culture that promotes continuous learning and improvement, prioritises service excellence, values individuals, and celebrates the people who light up our world, apply now and show us how you’ll shine!
Please note: This is an office-based role with normal working hours and may require additional support during peak times. Additionally, there is an opportunity for shift work.
Qualifications
- Minimum: Grade 12 or equivalent (NQF Level 4)
- Preferred: Qualification in Customer Service or Call Centre Management
Experience
- Minimum of 5 years’ experience in a customer service or contact centre environment, with at least 2 years in a supervisory role.
- Experience within the automotive industry or managing customer service for automotive brands is highly desirable.
- Experience with CRM systems (e.g., Salesforce) will be advantageous
- Experience and exposure to the fleet or automotive industry will be advantageous
Skills & Knowledge
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)
- Exceptional written and verbal communication skills (English).
- Strong knowledge of call centre operations, quality assurance, and customer service best practices.
- Knowledge of CRM systems and case management tools is advantageous.
Responsibilities
Operational & Team Supervision:
- Supervise a team of Customer Service and Fleet Agents for for one of the top OEM brands in South Africa
- Ensure adherence to company policies, procedures, and quality standards.
- Oversee customer interactions, ensuring professional service and compliance with service level agreements.
- Maintain a high standard of telephone etiquette and data accuracy.
- Act as the first point of escalation for complex cases and customer concerns.
Quality & Performance Management
- Monitor and assess call and case handling quality, providing coaching and feedback.
- Ensure daily follow-ups with dealers, customers, and other stakeholders.
- Maintain customer satisfaction through prompt query resolution and process improvements.
- Meet and exceed key performance metrics, including call quality (95%) and productivity (95%).
Reporting & Communication
- Ensure timely submission of daily, weekly, and monthly reports without errors.
- Provide internal and external stakeholders with accurate updates and feedback.
- Liaise with relevant specialists for technical or complex customer queries.
Training & Development
- Provide ongoing training and mentorship to team members.
- Conduct regular team meetings to review performance, discuss goals, and enhance team motivation.
- Implement multi-skilling initiatives to enhance team capabilities across the Customer Engagement Centre.
Process Improvement & Compliance
- Identify and implement improvements to existing systems and processes.
- Ensure adherence to disciplinary processes and take action as necessary.
- Maintain compliance with company and client policies, ensuring an efficient outsourcing service.
Benefits
Digicall offers a range of core and value-added benefits to equip and empower you to live your best life.
You will benefit from support and assistance that offers you choices and gives you peace of mind, including medical cover, provident fund, funeral cover, long service awards, and learnerships and bursaries.
Through our employee wellness and recognition programmes, we foster a workplace where every individual is supported, celebrated, and empowered to shine.
Should you meet the requirements of this position, please complete the application via the link:
https://www.trending-talent.com/home/Portal/ApplicationDetails?VID=Df8ZlNUxp7V6Yx9TiKqIOA==&Stage=true&FromLink=true
Job Category: Supervisor
Job Type: Full Time
Job Location: Johannesburg
