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)

Qualifications (Ideal or Preferred)

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

Team Leader: Merchant Services Operations

Key skills