Complaints Resolution Specialist

At this insurance contact centre in Epping, you'll turn call data into better service. It suits someone who likes knowing exactly what a good day's work looks like.

Home base is an insurance contact centre on the Epping side of Western Cape.

• Manage absenteeism and hold return-to-work chats.
• Watch real-time queues and move agents between skills when volumes spike.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Give one-on-one feedback with a clear action and a follow-up date.
• Listen to call recordings and score them on the quality form.
• Build rosters and forecast call volumes in the workforce tool.

• Flexible for shift cover across the week
• At least 2 years as an agent and 1 year coaching or supervising
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Matric, with a relevant diploma an advantage
• Know your way around contact centre metrics
• You can give tough feedback kindly and follow through

• A coaching or facilitation certificate
• COPC or similar contact centre standards exposure

• Team performance bonus paid quarterly
• Laptop and data for remote reporting days
• Management development programme

• 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.