Team Leader: Merchant Services Operations

Capitec Bank Ltd; South Africa; On-site; ZAR 700,000 - 950,000; Full time

Job summary

Capitec Bank Ltd, South Africa, seeks a seasoned leader to coach and develop a cross-skilled client service team within a dynamic contact centre. The role coordinates outbound calling activities focused on new initiatives, client retention, sales and compliance.

You will drive service excellence, achieve campaign objectives, and consistently meet productivity and performance targets for Capitec Bank and non-Capitec Bank clients.

Qualifications

• Proven leadership experience in outbound campaigns or sales contact centres.
• Experience delegating, performing quality assurance and validating work.
• Experience coordinating outbound calling processes and teams.
• 5 years in outbound call centre, sales and campaign management with risk mitigation.
• Experience using contact centre systems, including dialers.
• Campaign management experience across multiple campaigns.

Responsibilities

• Lead, coach and develop a cross-skilled client service team in a contact centre environment.
• Coordinate outbound calling activities focused on new initiatives, client retention, sales and compliance.
• Ensure service excellence and meet campaign objectives and productivity targets for Capitec Bank and non-Capitec Bank clients.
• Foster compliant operations with strong risk mitigation in daily activities.

Skills

Communication skills

MS Office literacy

Interpersonal skills

Planning & coordination

Attention to detail

Education

Grade 12/NQF Level 4

Banking qualification

Business Management qualification (preferred)

Job description

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

• 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
• 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

Conditions of Employment

• Clear criminal and credit record

Capitec is committed to diversity, applications to this position will strictly be considered in support of our employment equity goals.