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Credit Operations Supervisor - E-commerce at Truworths
Truworths
August 28, 2026
Full-time
On-site
Job Description
Our Customer Services department requires a supervisor with a real passion for retail and commitment to a high level of customer service, to work in our Ecommerce team. The purpose of this role is to ensure the day to day management of a team of agents and to drive excellent service delivery through coaching and team engagement.
Key Responsibilities
Motivate agents to achieve team / business goals
Identify training needs, sharing these with the Department manager and Training team
Be a subject matter expert supporting and facilitating training sessions with team members
Recognize and acknowledge high performance and accomplishments
Ensure that all behaviours are addressed immediately
Communicates information in a timely, accurate and understood manner to all team members
Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
Ensure regular feedback is given to Agents with regards to action plans that have been set
Ensure all relevant business communications are communicated to the team as and when required Resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to achieve
Drive teams performance on systems and all metrics
Track and accurately update operational performance files for agents on a weekly basis
Compiling and sending reports as required by the business for relevant updates
Qualifications and Experience
Proven work experience as a team leader or supervisor, within a customer service / call centre environment
In-depth knowledge of Call Centre performance metrics, standards and best practice
Good PC skills, especially MS Excel
Excellent communication and leadership skills
Organizational and time-management skills
Decision-making skills
Matric qualification essential
Basic 'Vision-Nexus' experience will be advantageous
Availability and willingness to work overtime/public holidays where required by the business
Excellent level of proficiency in written & spoken English
UK call centre experience advantageous
Competencies
Customer Focus
Adaptability & Flexibility
Quality Focus
Problem Solving Ability
Coaching
Conflict Resolution
Decision-Making Ability
Deadline:4th September,2026
Our Customer Services department requires a supervisor with a real passion for retail and commitment to a high level of customer service, to work in our Ecommerce team. The purpose of this role is to ensure the day to day management of a team of agents and to drive excellent service delivery through coaching and team engagement.
Key Responsibilities
Motivate agents to achieve team / business goals
Identify training needs, sharing these with the Department manager and Training team
Be a subject matter expert supporting and facilitating training sessions with team members
Recognize and acknowledge high performance and accomplishments
Ensure that all behaviours are addressed immediately
Communicates information in a timely, accurate and understood manner to all team members
Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
Ensure regular feedback is given to Agents with regards to action plans that have been set
Ensure all relevant business communications are communicated to the team as and when required Resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to achieve
Drive teams performance on systems and all metrics
Track and accurately update operational performance files for agents on a weekly basis
Compiling and sending reports as required by the business for relevant updates
Qualifications and Experience
Proven work experience as a team leader or supervisor, within a customer service / call centre environment
In-depth knowledge of Call Centre performance metrics, standards and best practice
Good PC skills, especially MS Excel
Excellent communication and leadership skills
Organizational and time-management skills
Decision-making skills
Matric qualification essential
Basic 'Vision-Nexus' experience will be advantageous
Availability and willingness to work overtime/public holidays where required by the business
Excellent level of proficiency in written & spoken English
UK call centre experience advantageous
Competencies
Customer Focus
Adaptability & Flexibility
Quality Focus
Problem Solving Ability
Coaching
Conflict Resolution
Decision-Making Ability
Deadline:4th September,2026