Complaints Resolution Specialist

You'll lead, coach and track a team of 12 to 18 agents at an offshore outsourcing centre in George. It's the kind of job where doing the basics well every day gets you noticed.

Location: George, Western Cape. Applicants who already live in the area get looked at first.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Manage absenteeism and hold return-to-work chats.
• Resolve formal complaints and draft replies for the ombud when needed.
• Listen to call recordings and score them on the quality form.
• Run morning huddles and share yesterday's stats with your team.

• You can give tough feedback kindly and follow through
• Flexible for shift cover across the week
• Written English good enough for client reports
• At least 2 years as an agent and 1 year coaching or supervising

• Labour relations basics from a short course
• A coaching or facilitation certificate

• Management development programme
• 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.