Complaints Resolution Specialist

This is the next step up from the phones: running numbers and people at a medical scheme call centre in Atlantis. If you like clear targets and knowing where you stand, this is for you.

Location: Atlantis, Western Cape. Applicants who already live in the area get looked at first. You'll start with a short induction before working on your own.

• Report weekly on service level, AHT, CSAT and attrition.
• Manage absenteeism and hold return-to-work chats.
• Listen to call recordings and score them on the quality form.
• Give one-on-one feedback with a clear action and a follow-up date.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Build rosters and forecast call volumes in the workforce tool.
• Take escalated calls that agents cannot resolve.

• Matric, with a relevant diploma an advantage
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Know your way around contact centre metrics
• You can give tough feedback kindly and follow through

• A coaching or facilitation certificate
• Workforce tools such as NICE, Verint or Genesys

• Medical aid and retirement fund contributions
• Laptop and data for remote reporting days
• Team performance bonus paid quarterly
• Management development programme

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").