Complaints Resolution Specialist

You'll lead, coach and track a team of 12 to 18 agents at a medical scheme call centre in Richards Bay. This is a good step for someone who wants proper routine and a manager who notices good work.

The work is in Richards Bay, KwaZulu-Natal, so you'll need a reliable way to get there every day.

• Manage absenteeism and hold return-to-work chats.
• Listen to call recordings and score them on the quality form.
• Run morning huddles and share yesterday's stats with your team.
• Build rosters and forecast call volumes in the workforce tool.
• Give one-on-one feedback with a clear action and a follow-up date.

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

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

• 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").