Complaints Resolution Specialist

You'll lead, coach and track a team of 12 to 18 agents at an offshore outsourcing centre in Kempton Park. Good for someone who wants to build a solid track record they can put on their CV.

Home base is an offshore outsourcing centre on the Kempton Park side of Gauteng. Weekend work is on a roster, so you won't be on every weekend.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Build rosters and forecast call volumes in the workforce tool.
• Run morning huddles and share yesterday's stats with your team.
• 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.

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

• A coaching or facilitation certificate
• Labour relations basics from a short course
• Workforce tools such as NICE, Verint or Genesys

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

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").