Complaints Resolution Specialist – Immediate Start

Great agents need great coaching, and this medical scheme call centre in Fourways wants you to provide it. It's the kind of job where doing the basics well every day gets you noticed.

This post is Fourways-based, with most of your time spent at a medical scheme call centre. Shifts rotate, so you'll need to be flexible about days and nights.

• Listen to call recordings and score them on the quality form.
• Watch real-time queues and move agents between skills when volumes spike.
• Take escalated calls that agents cannot resolve.
• Report weekly on service level, AHT, CSAT and attrition.
• Resolve formal complaints and draft replies for the ombud when needed.
• Run morning huddles and share yesterday's stats with your team.
• Give one-on-one feedback with a clear action and a follow-up date.

• At least 2 years as an agent and 1 year coaching or supervising
• Matric, with a relevant diploma an advantage
• Know your way around contact centre metrics
• Strong Excel: pivot tables, VLOOKUP and simple charts

• COPC or similar contact centre standards exposure
• Labour relations basics from a short course

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

• 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.