Complaints Resolution Specialist

You'll lead, coach and track a team of 12 to 18 agents at a bank customer experience unit in Midrand. This is a good step for someone who wants proper routine and a manager who notices good work.

This post is in Midrand (Gauteng). Please only apply if you can travel there daily.

• 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.
• Give one-on-one feedback with a clear action and a follow-up date.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Resolve formal complaints and draft replies for the ombud when needed.

• Matric, with a relevant diploma an advantage
• Flexible for shift cover across the week
• You can give tough feedback kindly and follow through
• Strong Excel: pivot tables, VLOOKUP and simple charts

• COPC or similar contact centre standards exposure
• Workforce tools such as NICE, Verint or Genesys

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

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").