Customer Care Supervisor

At
Awesim Telecoms
, we believe that success starts with our people. We are committed to doing what is best for our agents and staff and are guided by our core values:
Have respect, Take care, Go the extra mile, Be a team player and Choose what is right.

We're looking for a Customer Care Supervisor who can turn great service into a stand out experience. In this role, you'll lead a team that delivers timely, accurate and helpful support to our agents, keeping them confident and loyal.

You'll oversee team performance in line with the set minimal acceptable standards (MAS), provide coaching, and handle escalations to ensure every enquiry is resolved efficiently and professionally. At Awesim, we strive to deliver excellence — and we're looking for someone who shares that standard.

Why You'll Love Working at Awesim:

• Purpose with impact:
  You'll be part of a company that is
  committed to investing in South Africa's talent by creating meaningful job opportunities for our agents in the informal market.
• Values-driven culture
  : Our values are the foundation of how we treat our agents, staff, and one another.
• Growth, Innovation & Career Development:
  Awesim is fast-moving and constantly evolving. If you love problem-solving, building better processes, and influencing positive change, you'll thrive here.

MAIN OUTCOMES
In this role, this is what success looks like:

• Lead Customer Service Delivery
  – Oversee and resolve complex queries, complaints and escalations while ensuring timeous, accurate and high-quality support.
• Drive Quality & Compliance
  – Monitor response times, customer experience through QA, accuracy and internal quality control, ensuring procedures, SOPs and training material are up to date and followed.
• Manage Team Performance
  – Ensure the CC Team exceed their MAS (Minimal acceptable standard) targets, performance management, address corrective actions and ensure efficient staffing and scheduling.
• Support & Develop Staff
  – Provide ongoing coaching, skills development and leadership support for direct reports, including performance evaluations and growth plans.
• Ensure System & Process Efficiency
  – Monitor systems, tools and processes, escalate issues, and recommend improvements or automation opportunities.

KEY RESPONSIBILITIES:

Customer Service Management

• Oversee and resolve complex Agent issues, ensure high-quality and compliant service delivery through continuous monitoring and improvement, and maintain all required training materials, policies, procedures and SOPs.

Team Supervision & Performance Management

• Drive team performance through clear targets, regular feedback and ongoing coaching to ensure consistent service excellence.
• Maintain efficient staffing and operations by managing schedules, workloads and daily departmental flow.
• Develop and support team members by identifying growth needs, facilitating training and fostering a positive, high-performing culture.

Systems and Process Management

• Ensure all systems, tools and equipment are functioning optimally, promptly escalate issues, and continuously assess processes to recommend improvements, automations, or enhancements.

Interdepartmental Collaboration & Support

• Collaborate across departments to address issues, support workflows, and contribute to training, onboarding, and overall company operations and culture.

Reporting & Communication

• Provide accurate, timely reporting on Customer Care and ad hoc metrics, ensuring accessibility and continuous improvement to align with departmental and company goals.

Requirements

• A degree (or equivalent);
• Minimum of
  3 years' experience
  within Customer Support environment.
• Managing a Team (min. 8 team members and for 1+ years);
• Experience in
  IR Related Matters
• Advanced
  MS Excel skills (Manual Reporting);
• Identify, investigate and raise/resolve system anomalies;
• Google Sheets (Advantageous);
• Comfortable working with CRMs systems and reporting.

Awesim is committed to
Employment Equity
and building a diverse team. While all suitably qualified candidates are encouraged to apply, preference will be given to qualified candidates who align with our EE targets. We welcome applications from candidates with disabilities.

To support our commitment to employment equity and inclusion, and to comply with statutory reporting requirements, we invite you to provide the following information.

• Your responses are
  voluntary
  .
• The information will
  not be used to assess your suitability
  for the role.
• It will be stored securely and used only in
  aggregate and anonymised form
  for reporting and monitoring.
• If you prefer not to answer a question, please select
  "Prefer not to say"
  .

Benefits

• Provident Fund
• Funeral Fund
• Performance based incentive bonus's
• Training