Team Leader: Merchant Services Operations

Purpose Statement

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

Conditions of Employment