Complaints Resolution Specialist

This is the next step up from the phones: running numbers and people at an offshore outsourcing centre in Randburg. Bring a calm head on busy days and you'll be fine.

The site is in Randburg; early starts mean public transport timing matters, so check your route before applying. Weekend work is on a roster, so you won't be on every weekend.

• Manage absenteeism and hold return-to-work chats.
• Give one-on-one feedback with a clear action and a follow-up date.
• Take escalated calls that agents cannot resolve.
• Build rosters and forecast call volumes in the workforce tool.
• Keep disciplinary records fair and in line with the BCEA and company code.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• 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
• Flexible for shift cover across the week

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

• 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").