Complaints Resolution Specialist

You'll lead, coach and track a team of 12 to 18 agents at an insurance contact centre in Fourways. It suits someone who likes knowing exactly what a good day's work looks like.

You'll report in Fourways. Relocation is not covered for this one.

• Listen to call recordings and score them on the quality form.
• Build rosters and forecast call volumes in the workforce tool.
• Watch real-time queues and move agents between skills when volumes spike.
• Take escalated calls that agents cannot resolve.
• Resolve formal complaints and draft replies for the ombud when needed.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Report weekly on service level, AHT, CSAT and attrition.

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

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

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.