Complaints Resolution Specialist

This is the next step up from the phones: running numbers and people at a bank customer experience unit in Kariega. You don't need to be the loudest person in the room, just the one others can count on.

The site is in Kariega; early starts mean public transport timing matters, so check your route before applying. Shifts rotate, so you'll need to be flexible about days and nights.

• Report weekly on service level, AHT, CSAT and attrition.
• Manage absenteeism and hold return-to-work chats.
• Watch real-time queues and move agents between skills when volumes spike.
• Listen to call recordings and score them on the quality form.
• Take escalated calls that agents cannot resolve.
• Run morning huddles and share yesterday's stats with your team.
• Keep disciplinary records fair and in line with the BCEA and company code.

• At least 2 years as an agent and 1 year coaching or supervising
• Know your way around contact centre metrics
• You can give tough feedback kindly and follow through
• Written English good enough for client reports
• Matric, with a relevant diploma an advantage

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

• 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.