Team Leader: Merchant Services Operations

About this role

Capitec is looking for a Team Leader to work from its Century City office in the Western Cape. You will lead a cross-skilled client service team in a contact centre that handles outbound calls for new initiatives, client retention, sales and compliance.

The role covers both Capitec Bank clients and non-Capitec Bank clients. Your job is to keep service high and make sure the team hits its campaign goals and productivity targets.

What you’ll do

• Lead, coach and develop a team of client service agents.
• Coordinate outbound calling activities across campaigns.
• Monitor service levels and quality so the team meets its performance targets.
• Check and validate the team’s work, and delegate tasks fairly and clearly.
• Manage campaign objectives from planning through to results.
• Work with stakeholders to keep relationships strong and keep compliance front of mind.
• Support team performance with feedback, performance management and development plans.

What you need

• Grade 12 (National Certificate or Vocational) is the minimum qualification.
• 2 to 3 years of experience in a leadership or people management role in an outbound, campaigns and sales contact centre, in a risk mitigation environment.
• Experience in a role that involved delegation, quality assurance and validating work.
• Experience coordinating outbound calling processes.
• Sound knowledge of the risk mitigation environment, including relevant legislation and regulations.
• Understanding of how credit bureau scores affect clients.
• Knowledge of merchant processes and the merchant environment.
• Knowledge of contact centre or case management systems, and of campaign principles.
• Knowledge of people management, leadership best practice and HR principles.
• Customer Relationship Management (CRM) and stakeholder engagement skills.
• Computer literacy in MS Word, MS Excel and MS Outlook.
• Good communication, planning, coordination and attention to detail.
• Clear criminal and credit record.
• Advantageous: 5 years of experience in an outbound call centre, sales and campaign management, and risk mitigation environment.
• Advantageous: Experience using contact centre systems, including dialers.
• Advantageous: A relevant tertiary qualification in Banking, or in Business Management.
• Advantageous: Knowledge of Capitec Bank products, systems and processes for Merchant Services Operations.

Is this job for you?

This role suits a people leader who has run a contact centre team before. You should be comfortable with campaigns, sales targets and compliance, and enjoy coaching others to perform well.

If you like a fast-moving environment and can keep a team on track, this could be a good fit.

Tips before you apply

• Have your matric certificate and any tertiary certificates ready, along with proof of your leadership experience.
• On your CV, list the team sizes you led, the campaigns you ran and the targets you met, with numbers where you can.
• Describe how you checked quality and validated your team’s work, with a clear example.