Complaints Resolution Specialist

At this insurance contact centre in Umhlanga, you'll turn call data into better service. If you like clear targets and knowing where you stand, this is for you.

You'll report in Umhlanga. Relocation is not covered for this one.

• Watch real-time queues and move agents between skills when volumes spike.
• Resolve formal complaints and draft replies for the ombud when needed.
• 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.
• Report weekly on service level, AHT, CSAT and attrition.

• Know your way around contact centre metrics
• Matric, with a relevant diploma an advantage
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Flexible for shift cover across the week
• At least 2 years as an agent and 1 year coaching or supervising

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

• 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.