Motus Corporation is currently recruiting for a Supervisor: Call Centre position within its Europcar business unit in Bruma, Johannesburg, Gauteng.

The position is a permanent opportunity for an experienced call centre professional who has strong leadership, customer service, administrative and performance-management skills.

The vacancy was posted on 23 September 2026, with applications closing on 30 September 2026.

Europcar Supervisor: Call Centre Job Overview

Job Detail	Information
Job Title	Supervisor: Call Centre
Company	Motus Corporation
Business Unit	Europcar
Division	Rental
Location	7 Zulburg Close, Bruma, Johannesburg
Province	Gauteng
Employment Type	Permanent
Industry	Automotive
Functional Area	Operations
Minimum Experience	5 years call centre experience
Supervisory Experience	2 years
Minimum Qualification	NQF Level 4 / Matric or equivalent
Closing Date	30 September 2026

About the Supervisor: Call Centre Position

Europcar is looking for a customer-focused and deadline-driven Supervisor: Call Centre who can perform effectively in a fast-paced environment.

The successful candidate will help manage and support call centre consultants while ensuring that customers receive a high standard of service.

The role involves staff supervision, coaching, performance management, customer complaint resolution, training coordination, administration, reporting and process improvement.

The Supervisor will report directly to the Manager: Call Centre.

Key Responsibilities

The successful candidate may be responsible for the following duties:

1. Staff Management and Supervision

The Supervisor will be expected to manage, motivate and coach call centre employees.

Responsibilities include:

• Motivating and coaching staff.
• Monitoring employee performance.
• Managing staff efficiency and turnaround times.
• Monitoring attendance and timekeeping.
• Supporting staff counselling and disciplinary processes.
• Assisting with conflict resolution between departments.
• Ensuring employees attend scheduled training.
• Supporting a positive and productive working environment.

2. Customer Service

Customer satisfaction is an important part of this position.

The Supervisor will assist customers with general enquiries and complaints and ensure that customer needs are identified and addressed appropriately.

This may involve:

• Handling customer complaints.
• Providing accurate information.
• Listening carefully to customer concerns.
• Resolving customer queries professionally.
• Communicating with customers regarding relevant issues.
• Maintaining a strong customer-service culture.

3. Service Level Agreements

The successful candidate will need to ensure that SLA requirements are maintained across all relevant channels.

This requires the ability to monitor performance, identify delays and take appropriate action to ensure customers receive timely assistance.

4. Performance Management

The Supervisor will assist with general contact centre activities, reporting and performance management.

This can include:

• Monitoring employee performance.
• Preparing or assisting with reports.
• Identifying performance gaps.
• Providing coaching and feedback.
• Monitoring turnaround times.
• Improving staff efficiency.
• Ensuring deadlines are met.

5. Process Improvement

The position also requires an employee who can identify better ways of working.

The Supervisor may be required to implement procedures that:

• Simplify processes.
• Reduce errors.
• Improve turnaround times.
• Increase staff efficiency.
• Improve customer service.
• Support business growth.

6. Email and Administrative Management

The successful candidate will also be expected to manage emails and assist with various administrative activities within the contact centre.

Strong organisational skills and attention to detail will therefore be important.

Minimum Experience Required

Applicants should have:

• At least 5 years of call centre experience.
• At least 2 years of supervisory experience.
• Preferably experience within a corporate environment.

Candidates should therefore be able to demonstrate practical experience managing people and working in a customer-service or contact-centre environment.

Minimum Qualification

The minimum educational requirement is:

NQF Level 4 – Matric or equivalent.

Applicants should also meet the other requirements listed in the vacancy before applying.

Computer Skills Required

The position requires a high level of computer competence.

Knowledge of the following systems and applications is listed as a requirement:

• Microsoft Excel
• Microsoft Word
• Microsoft Outlook
• Ignite
• MiCollab
• Impress

Applicants should be comfortable using computers for communication, reporting, administration and contact-centre operations.

Driver’s Licence Requirement

Applicants must have a valid, unendorsed driver’s licence.

Candidates should ensure that their driver’s licence meets the requirement before submitting their application.

Skills and Competencies

The position requires a combination of leadership, customer-service, administrative and analytical skills.

Important competencies include:

Leadership Skills

A Call Centre Supervisor needs to motivate employees, provide guidance and help staff achieve performance targets.

Communication Skills

Excellent communication and English-speaking skills are important because the role involves regular interaction with customers, employees and other departments.

Listening Skills

The Supervisor must be able to listen carefully to customers and employees, understand their concerns and identify appropriate solutions.

Organisational Skills

Because the role involves multiple tasks, reports, employees, customer queries and deadlines, strong organisational skills are essential.

Problem-Solving Skills

The successful candidate should be able to identify problems, investigate their causes and find practical solutions.

Numeracy Skills

Good numeracy skills can assist with understanding reports, performance figures, productivity information and other contact-centre metrics.

Leadership and Motivation

The ability to motivate staff and maintain employee performance is a major part of the position.

Customer-Service Skills

Candidates should demonstrate a strong commitment to customer satisfaction and professional service.

Planning Skills

The Supervisor needs to organise daily activities, staff requirements, training and performance-management activities effectively.

Interpersonal Skills

The position requires regular interaction with employees, customers and other departments, making strong relationship-building skills important.

Personal Attributes

Europcar is looking for someone who demonstrates qualities such as:

• Creativity.
• Innovation.
• Energy and enthusiasm.
• Integrity.
• Professionalism.
• A positive attitude.
• Passion for customer service.
• Commitment to achieving goals.
• A willingness to continuously improve processes and performance.

Keywords for Applicants

Candidates preparing their CV for this position may want to ensure that their genuine experience is clearly represented using relevant terminology such as:

Call Centre Supervisor, Contact Centre, Customer Service, Team Leadership, Staff Management, Coaching, Performance Management, SLA Management, Customer Complaints, Conflict Resolution, Staff Training, Employee Counselling, Attendance Management, Timekeeping, Operations, Process Improvement, Turnaround Time, Contact Centre Operations, Reporting, Microsoft Excel, Microsoft Word, Microsoft Outlook, Communication, Leadership, Customer Satisfaction and Administrative Skills.

Candidates should only include keywords that accurately reflect their actual qualifications and experience.

How to Prepare for the Europcar Call Centre Supervisor Interview

Applicants who are invited to an interview should prepare examples from their previous work experience.

Use the STAR method when answering behavioural questions:

S – Situation: Explain what happened.

T – Task: Explain what you were responsible for.

A – Action: Explain what you did.

R – Result: Explain the outcome.

Where possible, use measurable results, such as improved turnaround times, increased customer satisfaction, reduced complaints or improved employee performance.

Possible Interview Questions and Answers

1. Tell us about yourself.

Sample answer:

“I have several years of experience working in call centre and customer-service environments, with experience in supporting teams and maintaining service standards. I have developed strong communication, problem-solving, coaching and organisational skills. I enjoy working with people, resolving customer issues and helping teams achieve their performance objectives. I am now looking for an opportunity where I can use my experience in a supervisory role and contribute to excellent customer service and operational performance.”

2. Why do you want to work as a Call Centre Supervisor at Europcar?

Sample answer:

“I am interested in the position because it combines customer service, team leadership and operations, which are areas where I have experience and strong interest. I would like to contribute to a professional environment where customer satisfaction and employee performance are important. The role also gives me an opportunity to use my supervisory experience while continuing to develop professionally.”

3. What makes you a good Call Centre Supervisor?

Sample answer:

“I believe effective supervision requires good communication, consistency, accountability and the ability to support employees. I am comfortable setting expectations, monitoring performance, providing coaching and addressing challenges professionally. I also understand that a supervisor needs to lead by example and create an environment where employees know what is expected of them.”

4. How would you handle an employee who is consistently underperforming?

Sample answer:

“First, I would review the employee’s performance information and identify the specific areas where they are struggling. I would then have a private discussion with the employee to understand whether there are any underlying challenges. I would explain the performance expectations clearly and provide appropriate coaching or additional support. I would then monitor their progress and provide regular feedback. If the performance problem continued, I would follow the company’s performance-management procedures.”

5. How would you deal with an angry customer?

Sample answer:

“I would remain calm and professional and allow the customer to explain the problem without interrupting unnecessarily. I would listen carefully, acknowledge their concern and establish the facts. I would then explain what I can do to resolve the issue and provide a realistic timeframe. If the matter required escalation, I would follow the appropriate procedure while keeping the customer informed.”

6. How do you motivate call centre employees?

Sample answer:

“I believe motivation starts with clear expectations, communication and recognition. I would regularly communicate team objectives, recognise good performance and provide constructive feedback where improvement is needed. I would also try to understand individual employees because different people may respond to different forms of support and motivation.”

7. How would you manage conflict between two employees?

Sample answer:

“I would address the matter promptly and professionally. I would speak to the employees involved and allow each person to explain their perspective. I would focus on the facts rather than personal opinions and identify the root cause of the conflict. I would then work towards a professional solution that supports teamwork and follows company policies.”

8. What are SLAs and why are they important in a call centre?

Sample answer:

“SLAs, or Service Level Agreements, define expected service standards and response requirements. They are important because they help a contact centre measure whether customers are receiving assistance within the required timeframe. As a supervisor, I would monitor performance against the required standards and take action when there are service-level gaps.”

9. How would you improve turnaround times?

Sample answer:

“I would first analyse the available performance information to identify where delays are occurring. I would then determine whether the problem is related to staffing, processes, training, technology or workflow. After identifying the cause, I would work with the team to implement practical improvements and monitor the results to determine whether turnaround times improve.”

10. How do you handle pressure in a busy call centre?

Sample answer:

“I remain organised and prioritise tasks according to urgency and business impact. I focus on solving one issue at a time while keeping communication clear with my team. I also monitor workloads and identify potential problems early so that they can be addressed before they affect customers or service levels.”

11. How would you handle staff absenteeism and poor timekeeping?

Sample answer:

“I would monitor attendance and timekeeping consistently and ensure that employees understand the company’s expectations. Where there are concerns, I would discuss them with the employee, establish the reason for the problem and provide appropriate guidance. If the issue continued, I would follow the company’s formal attendance and disciplinary procedures.”

12. What would you do if a customer complaint involved one of your employees?

Sample answer:

“I would first listen to the customer’s complaint and establish the facts. I would review the relevant information and speak to the employee involved before reaching a conclusion. If the employee made an error, I would address it appropriately and use the situation as a coaching opportunity where suitable. My priority would be to resolve the customer’s concern while ensuring that the matter is handled fairly and according to company procedures.”

13. How comfortable are you with Excel and reporting?

Sample answer:

“I am comfortable using Excel for administrative and reporting purposes. I understand that accurate reporting is important in a contact centre because supervisors need to monitor performance, productivity, attendance and service levels. I am also willing to learn new systems and improve my technical skills where required.”

14. How do you give feedback to employees?

Sample answer:

“I provide feedback in a respectful and specific manner. I explain what the employee is doing well and clearly identify areas that need improvement. Where performance needs to change, I explain the expected standard and agree on practical steps for improvement. I also follow up to monitor progress.”

15. What would you do if your team was not meeting its targets?

Sample answer:

“I would review the performance data to identify the reason the team is missing its targets. I would look at factors such as workload, staffing, productivity, attendance, training and processes. Once I understand the cause, I would work with the team on an improvement plan, provide coaching and monitor progress regularly.”

16. How would you manage multiple tasks at the same time?

Sample answer:

“I would prioritise tasks based on urgency, customer impact and deadlines. I would maintain an organised schedule and make sure important operational responsibilities are not overlooked. Where possible, I would delegate appropriate tasks and communicate clearly with the team so that priorities are understood.”

17. What does excellent customer service mean to you?

Sample answer:

“Excellent customer service means listening to the customer, understanding their needs and providing accurate, professional and timely assistance. It also means taking ownership of problems and communicating clearly until the issue has been resolved or appropriately escalated.”

18. Give an example of a process you improved.

Sample answer:

“In my previous role, I identified a process that was causing unnecessary delays. I reviewed the steps involved, discussed the issue with colleagues and identified where information was being duplicated. I suggested a simpler process and helped implement it. As a result, the team was able to complete the process more efficiently and reduce unnecessary delays.”

Candidates should replace this sample with a real example from their own experience.

Questions You Can Ask the Interviewer

At the end of the interview, you may be asked whether you have any questions.

Consider asking:

1. “What would success look like in this position during the first six months?”
2. “What are the key performance indicators for the Call Centre Supervisor?”
3. “What are the biggest challenges currently facing the contact centre?”
4. “What training and development opportunities are available?”
5. “How is employee performance measured within the contact centre?”
6. “What systems and tools does the team use on a daily basis?”

Frequently Asked Questions

What is the Europcar Supervisor: Call Centre closing date?

The advertised closing date is 30 September 2026.

Where is the position based?

The position is based at 7 Zulburg Close, Bruma, Johannesburg, Gauteng.

Is the position permanent?

Yes. The vacancy is advertised as a permanent position.

What qualification is required?

The minimum qualification is NQF Level 4, Matric or equivalent.

How much experience is required?

The vacancy specifies 5 years of call centre experience, preferably in a corporate environment, together with 2 years of supervisory experience.

Is a driver’s licence required?

Yes. Applicants must have a valid, unendorsed driver’s licence.

Which computer programmes are required?

The vacancy lists Excel, Word, Outlook, Ignite, MiCollab and Impress.

What industry is the position in?

The position is within the automotive industry, specifically the rental business through Europcar.

Who does the Call Centre Supervisor report to?

The Supervisor: Call Centre reports to the Manager: Call Centre.

What are the main responsibilities?

The main responsibilities include staff supervision, coaching, customer service, complaint resolution, performance management, SLA monitoring, training coordination, staff attendance and timekeeping, reporting, email management and process improvement.

What skills should applicants highlight on their CV?

Applicants should highlight genuine experience in call centre operations, team supervision, customer service, staff coaching, performance management, SLA management, complaint handling, conflict resolution, reporting, process improvement and computer applications.

How can I prepare for the interview?

Review the job requirements carefully and prepare specific examples from your previous experience involving leadership, customer complaints, employee performance, conflict resolution, meeting targets, improving processes and handling pressure.

Final Application Tips

Before applying for the Europcar Supervisor: Call Centre vacancy, make sure your CV clearly demonstrates how your experience matches the requirements.

Pay particular attention to:

• Call centre experience.
• Supervisory experience.
• Customer-service experience.
• Staff coaching and motivation.
• Performance management.
• SLA management.
• Complaint resolution.
• Conflict resolution.
• Reporting and administration.
• Microsoft Office skills.
• Process improvement.
• Communication and leadership.
• Valid driver’s licence.
• Matric or equivalent qualification.

Most importantly, do not add skills or experience to your CV that you do not actually have. Instead, clearly present your genuine experience using terminology that matches the responsibilities of the position.

If you are invited to an interview, prepare practical examples that demonstrate how you have previously managed people, solved customer problems, improved processes and maintained performance standards.

HOW TO APPLY

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