Job Description

Service Operations Centre (SOC) Supervisor -

Department:

Customer Service

Reporting To:

Service Manager

Location:

Bryanston, Johannesburg

Education:

Relevant qualification/experience

Experience:

Minimum 3 years of experience in Customer Service

Summary

The Service Operations Centre (SOC) Supervisor is responsible for overseeing the real-time monitoring, coordination, and management of telecom services to ensure optimal performance, availability, and customer satisfaction. This role focuses on maintaining uninterrupted service delivery across network infrastructure, systems, and customer-facing services.


As a SOC Supervisor, you will lead the SOC and Network Operations Centre (NOC) agents to ensure services are restored and maintained within agreed SLAs. Your key responsibilities will include managing and resolving customer incidents, service requests, and escalations while ensuring all issues are properly documented and prioritised. You will also handle customer complaints with a focus on resolution and service recovery, as well as support operational stability through effective incident and problem management processes. The ultimate goal is to minimise service disruption and ensure a high level of customer satisfaction.

Essential Duties and Responsibilities

Perform technical work to receive, prioritise, document, and resolve customer incidents and requests Assist customers in resuming their business tasks within the agreed SLA Lead the daily operations of the Call Centre, implementing strategic initiatives to enhance performance and call quality Set, monitor, and achieve key performance targets for speed, efficiency, and quality standards Ensure optimal staffing levels and shift patterns to meet call volume demands Maintain comprehensive knowledge of industry trends and best practises to drive continuous improvement Team Leadership, Training & Development Oversee recruitment, onboarding, and ongoing development of Call Centre staff in collaboration with Manager/HR Provide leadership and direction to team leaders and agents through coaching, mentoring, and performance management Supervise the team to design and implement training programmes covering product knowledge, customer service skills, and operational procedures Performance Monitoring, Analysis, and Reporting across the SOC and NOC Monitor call quality through random sampling to ensure service excellence and identify areas for improvement Conduct regular performance reviews and develop targeted improvement plans Ensure agents are equipped with the necessary knowledge and skills to effectively resolve customer enquiries Handle escalated customer issues that require senior intervention Maintain high standards of customer service across all interactions Resource Management Ensure 100% accuracy on the Ticketing system and in product troubleshooting

Knowledge, Soft Skills & Abilities Required

Customer service-oriented Excellent verbal and written communication skills Excellent time management skills Ability to manage client expectations in a professional manner Ability to follow up and provide feedback and progress reports

Character Traits

Integrity

: Honest, trustworthy, and respectful towards others

Accountability

: Responsible and accountable for the role and responsibilities

Passion

: Passionate and inspired to make a difference in the lives of others; takes pride in their work *

Empowerment

: Shares knowledge to set others up for success