NOC Supervisor (Talent Pool) – Centurion, Gauteng

Bidvest Facilities Management is currently seeking experienced and highly motivated candidates for the position of NOC Supervisor within its Corporate Division based in Centurion. This permanent opportunity is ideal for individuals with strong leadership abilities, contact centre management experience, customer service expertise, and operational management skills who are looking to build a long-term career within a professional facilities management and customer service environment.

The successful candidate will be responsible for managing contact centre operations, supervising staff performance, monitoring service delivery standards, and ensuring that all operational targets and Service Level Agreements (SLAs) are consistently achieved. The role requires a highly organized and results-driven professional capable of managing teams, improving operational processes, and maintaining high levels of customer satisfaction.

This opportunity may suit candidates who thrive in fast-paced operational environments and who possess excellent communication, reporting, leadership, and problem-solving skills.

Job Overview

• Position: NOC Supervisor (Talent Pool)
• Company: Bidvest Facilities Management
• Location: Centurion
• Employment Type: Permanent
• Industry: Customer Services
• Functional Area: Customer Service
• Experience Level: Associate
• Closing Date: 22 May 2026

The position forms part of the organization’s operational and customer service structure where the NOC Supervisor will oversee staff activities, service quality, workflow management, and customer support processes.

About the Role

A NOC Supervisor is responsible for overseeing the activities of a Network Operations Centre or operational customer support environment. In many organizations, the NOC acts as a central control point that monitors operations, coordinates service requests, manages incidents, and supports communication between departments and clients.

Within facilities management and customer service environments, NOC teams often handle:

• Customer service requests
• Incident reporting
• Maintenance coordination
• Call centre support
• Operational communication
• Workflow management
• Service escalation processes

The successful candidate will therefore play an important role in ensuring that operations run smoothly while maintaining excellent customer service standards and operational efficiency.

Main Responsibilities

Operational Management

One of the main responsibilities of the NOC Supervisor will be managing operational activities within the allocated budget while ensuring that all service standards are achieved.

The successful candidate will:

• Manage day-to-day operations within assigned contracts
• Ensure operational targets are achieved
• Monitor service quality and staff productivity
• Coordinate workflow and operational activities
• Ensure compliance with company procedures
• Monitor service delivery against agreed SLAs

Operational management requires strong organizational skills because the supervisor must coordinate staff, systems, reporting, customer requests, and operational performance simultaneously.

SLA Monitoring and Performance Management

Service Level Agreements, commonly referred to as SLAs, are performance standards agreed upon between a service provider and clients. These agreements define expected response times, service quality levels, turnaround times, and operational standards.

The NOC Supervisor will continuously monitor:

• SLA targets
• Response times
• Call waiting times
• Email queue performance
• Service turnaround times
• Customer satisfaction levels

Monitoring SLAs is important because it helps ensure that customers receive consistent and professional service while also helping the company maintain client relationships and contractual obligations.

Queue Monitoring and Workflow Coordination

The role requires active monitoring of both email and voice communication queues.

This includes:

• Monitoring incoming customer calls
• Managing email requests and escalations
• Tracking response times
• Ensuring efficient workflow distribution
• Reducing service delays

Efficient queue management is critical in contact centre environments because delays in responding to customer requests can negatively affect customer satisfaction and operational performance.

The supervisor will need to ensure that staff workloads are managed effectively to maintain service efficiency.

Staff Supervision and Team Management

The NOC Supervisor will oversee operational staff and ensure that all employees perform according to company standards and expectations.

Responsibilities include:

• Monitoring staff attendance
• Managing shift schedules
• Tracking login and logout times
• Monitoring scheduled and unscheduled breaks
• Addressing absenteeism issues
• Managing staff performance

Supervising staff requires leadership, communication, and problem-solving skills. The successful candidate must be able to motivate employees while also maintaining discipline and accountability.

Absenteeism and Attendance Management

Attendance management forms an important part of operational supervision because staffing levels directly affect service delivery performance.

The supervisor will be responsible for:

• Monitoring planned and unplanned absenteeism
• Recording absenteeism on SAP systems
• Ensuring attendance records are updated within required timeframes
• Managing return-to-work processes

Proper attendance management helps ensure that operations remain adequately staffed and that service disruptions are minimized.

Performance Monitoring and Quality Assurance

The successful candidate will continuously monitor employee performance to ensure quality standards are maintained.

This includes:

• Evaluating staff performance regularly
• Monitoring customer interactions
• Reviewing service quality standards
• Conducting one-on-one performance sessions
• Identifying areas requiring improvement
• Supporting staff development initiatives

Performance management is important because it helps employees improve productivity, customer service, and operational efficiency.

The company is looking for someone who can balance performance accountability with employee support and development.

Training and Staff Development

Employee development forms a key part of the NOC Supervisor role.

The successful candidate will:

• Identify training requirements
• Assist with staff coaching and retraining
• Support career development initiatives
• Ensure skills transfer and knowledge sharing
• Participate in staff development planning

Training helps employees improve performance and adapt to changing operational processes and technologies.

The supervisor must therefore be committed to continuous learning and staff empowerment.

Reporting Responsibilities

The role involves preparing and submitting operational reports on a daily, weekly, and monthly basis.

Reports may include:

• SLA performance reports
• Attendance reports
• Productivity statistics
• Customer service reports
• Operational incident reports
• Staff performance updates

Strong reporting skills are essential because management depends on operational data to make informed business decisions.

Candidates with experience in management reporting and data analysis will therefore have an advantage.

Process Improvement and Operational Efficiency

The NOC Supervisor will also evaluate existing operational processes and identify opportunities for improvement.

Responsibilities may include:

• Reviewing workflow procedures
• Suggesting operational improvements
• Identifying service inefficiencies
• Supporting implementation of new processes
• Assisting with operational change management

Continuous improvement is important because customer service environments must adapt to changing customer expectations, technologies, and business requirements.

Disciplinary and Employee Relations

The supervisor will be expected to manage performance-related issues and ensure disciplinary action is taken when necessary.

This may include:

• Addressing poor performance
• Managing timekeeping issues
• Conducting disciplinary discussions
• Ensuring fair and consistent treatment of staff

The successful candidate must therefore demonstrate professionalism, fairness, and strong interpersonal communication skills.

Stakeholder and IT Coordination

The role requires regular interaction with different departments and support teams.

This includes:

• Communicating with Bidvest FM IT regarding system issues
• Coordinating with operational management
• Supporting client communication where required
• Assisting with process rollouts and system changes

Strong communication and relationship-building skills are therefore very important for this role.

Knowledge and Industry Understanding

The successful candidate should possess good understanding of facilities management operations and related service areas.

Knowledge areas include:

• Facilities management processes
• Plant maintenance operations
• Customer relationship management (CRM)
• Property solutions
• Supply chain processes
• Soft services
• Workplace services

Facilities management is a broad industry that focuses on maintaining and supporting buildings, infrastructure, services, and workplace operations.

Professionals working within this sector help ensure that facilities remain functional, safe, and operational.

Minimum Requirements

To qualify for this opportunity, candidates must meet the following requirements:

Educational Requirements

• Grade 12 / Matric certificate

Additional Advantageous Qualification

• Call Centre Management Certificate

Formal call centre management training may provide additional knowledge related to customer service operations, workflow management, and performance monitoring.

Experience Requirements

Candidates should possess:

• 2 to 5 years’ experience in Call Centre Management

Previous supervisory or management experience within customer service or operational support environments will be highly beneficial.

Technical Skills

Applicants should demonstrate:

• Strong computer literacy
• Experience with operational systems
• Ability to use management reporting tools
• Understanding of contact centre technologies

Candidates should also possess good knowledge of Bidvest Facilities Management systems and operational processes where applicable.

Communication Skills

The role requires excellent:

• Listening skills
• Verbal communication skills
• Written communication skills

Because the supervisor interacts with staff, management, customers, and support teams daily, professional communication is extremely important.

Core Competencies

The company is looking for candidates who demonstrate the following competencies:

Leadership and Supervision

The ability to guide, support, and motivate operational teams.

Customer Focus

Commitment to maintaining high levels of customer satisfaction and service quality.

Analytical Thinking

Ability to monitor trends, analyze performance, and identify operational improvements.

Problem Solving

The capability to resolve operational issues efficiently and effectively.

Planning and Organization

Strong ability to coordinate schedules, workflows, and operational priorities.

Relationship Building

Ability to maintain positive working relationships with employees, clients, and stakeholders.

Initiative and Accountability

The company values individuals who take ownership of responsibilities and contribute proactively to operational success.

Working in Customer Service Operations

Customer service and operational support environments play a very important role in modern businesses. Companies rely on professional customer support teams to maintain client relationships, resolve service requests, and support daily operations.

Within facilities management environments, customer service teams help coordinate maintenance activities, incident management, technical support, and operational communication.

NOC Supervisors therefore contribute significantly to operational efficiency, service quality, and client satisfaction.

Career Growth Opportunities

Candidates who perform well in this role may eventually progress into positions such as:

• Operations Manager
• Contact Centre Manager
• Service Delivery Manager
• Customer Experience Manager
• Facilities Operations Supervisor
• Regional Operations Coordinator

The experience gained within customer service operations can also create opportunities in administration, operations management, facilities management, technical support, and business management.

Why This Opportunity May Be Suitable

This role may suit candidates who:

• Enjoy leadership and team management
• Thrive in fast-paced environments
• Have strong organizational skills
• Are customer service oriented
• Enjoy solving operational challenges
• Want to build long-term management careers

The company is seeking individuals who can contribute positively to operational performance while maintaining high service standards and supporting employee development.

Application Information

Interested applicants who meet the minimum requirements are encouraged to apply before the closing date of 22 May 2026.

Candidates should ensure that their CVs are updated with:

• Accurate employment history
• Contact centre or customer service experience
• Supervisory experience
• Qualifications and certifications
• Computer and reporting skills

Only applicants who meet the required qualifications, experience, and competencies are likely to proceed to the next stage of the recruitment process.