Complaints Resolution Specialist – Immediate Start

This is the next step up from the phones: running numbers and people at a medical scheme call centre in Sandton. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

This post is in Sandton (Gauteng). Please only apply if you can travel there daily. There's a probation period of three months before the contract is confirmed.

• Run morning huddles and share yesterday's stats with your team.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Resolve formal complaints and draft replies for the ombud when needed.
• Listen to call recordings and score them on the quality form.
• Build rosters and forecast call volumes in the workforce tool.
• Watch real-time queues and move agents between skills when volumes spike.
• Take escalated calls that agents cannot resolve.

• You can give tough feedback kindly and follow through
• Written English good enough for client reports
• Flexible for shift cover across the week
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Know your way around contact centre metrics
• At least 2 years as an agent and 1 year coaching or supervising

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

• Medical aid and retirement fund contributions
• Team performance bonus paid quarterly
• Laptop and data for remote reporting days
• 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").