Complaints Resolution Specialist

This is the next step up from the phones: running numbers and people at a bank customer experience unit in Umhlanga. It suits someone who likes knowing exactly what a good day's work looks like.

Home base is a bank customer experience unit on the Umhlanga side of KwaZulu-Natal.

• 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.
• Listen to call recordings and score them on the quality form.
• Report weekly on service level, AHT, CSAT and attrition.
• Take escalated calls that agents cannot resolve.
• Build rosters and forecast call volumes in the workforce tool.

• Strong Excel: pivot tables, VLOOKUP and simple charts
• You can give tough feedback kindly and follow through
• Know your way around contact centre metrics
• At least 2 years as an agent and 1 year coaching or supervising

• Labour relations basics from a short course
• A coaching or facilitation certificate

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

• 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").