Complaints Resolution Specialist

This is the next step up from the phones: running numbers and people at a medical scheme call centre in Rosslyn. It's a practical job: you'll see what you got done before you go home.

You'll be based at a medical scheme call centre in Rosslyn. Living nearby, or on a taxi route to it, really helps.

• Build rosters and forecast call volumes in the workforce tool.
• Manage absenteeism and hold return-to-work chats.
• Report weekly on service level, AHT, CSAT and attrition.
• Give one-on-one feedback with a clear action and a follow-up date.
• Take escalated calls that agents cannot resolve.

• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage
• Know your way around contact centre metrics
• Strong Excel: pivot tables, VLOOKUP and simple charts

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

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

• 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.