Team Leader: Merchant Services Operations

Purpose Statement

• To lead, coach, and develop a cross-skilled client service team within a contact centre environment, coordinating outbound calling activities focused on new initiatives, client retention, sales, and compliance. The role is responsible for ensuring service excellence, achieving campaign objectives, and consistently meeting productivity and performance targets for both Capitec Bank and non-Capitec Bank clients.

Experience
Minimum:

• 2–3 years' experience in a leadership or people management role within an outbound, campaigns and sales contact centre, and risk mitigation environment
• Experience in a role which required delegation, quality assurance and validating work
• Experience coordinating outbound calling processes

Ideal:

• 5 years' experience in an outbound call centre, sales and campaign management and risk mitigation environment
• Experience using contact centre systems, including Dialers
• Campaign management experience

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational
• A relevant tertiary qualification in Banking

Qualifications (Ideal or Preferred)

• A relevant tertiary qualification in Business Management

Knowledge
Minimum:

• Sound knowledge of the risk mitigation environment, including relevant legislation and regulations
• Understanding of the impact of credit bureau scores
• Principles of customer service
• Acquiring knowledge (merchant processes, etc.) and the merchant environment
• Customer Relationship Management (CRM)
• Stakeholder relationship engagement and management
• Responsibility for delivery in a fast-moving environment
• People management practices and principles
• Business acumen
• Leadership best practice, including performance management, coaching and development of a team
• Client contact centre environment, including service levels, quality assurance and campaign management
• Knowledge of contact centre / case management systems
• Knowledge of campaign principles
• HR principles and processes

Ideal:

• Capitec Bank products, systems and processes relevant to Merchant Services Operations, including multiple systems and processes

Skills

• Communications Skills
• Computer Literacy (MS Word, MS Excel, MS Outlook)
• Interpersonal & Relationship management Skills
• Planning, organising and coordination skills
• Attention to Detail