Complaints Resolution Specialist – Experienced

Great agents need great coaching, and this medical scheme call centre in Ballito wants you to provide it. You'll work with a small crew, so being easy to work with matters as much as skill.

You'll be based at a medical scheme call centre in Ballito. Living nearby, or on a taxi route to it, really helps. Weekend work is on a roster, so you won't be on every weekend.

• Watch real-time queues and move agents between skills when volumes spike.
• Run morning huddles and share yesterday's stats with your team.
• Manage absenteeism and hold return-to-work chats.
• Give one-on-one feedback with a clear action and a follow-up date.
• Report weekly on service level, AHT, CSAT and attrition.
• Build rosters and forecast call volumes in the workforce tool.
• Listen to call recordings and score them on the quality form.

• You can give tough feedback kindly and follow through
• Flexible for shift cover across the week
• Written English good enough for client reports
• Know your way around contact centre metrics

• Workforce tools such as NICE, Verint or Genesys
• COPC or similar contact centre standards exposure
• A coaching or facilitation certificate

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

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