Job Description
To play a key role in enabling the performance of teams in a designated department or function, providing tactical and operational support to minimize downtime and maximize and optimise departmental performance.
Experience
Min:
- 3-4 yrs experience in an operational / planning environment with experience in one or more of:
- dialler or call centre environment
- workforce planning
- collections
- Exposure to providing functional leadership for delivery.
- Experience in identifying trends and operational gaps and communicating change requirements.
- Experience in managing stakeholders at various levels
- Experience in analysing data and Excel
Ideal:
- Experience in workforce management and tools (e.g Verint)
- Master data management / administration
Qualifications (Minimum)
- Grade 12 National Certificate / Vocational
Qualifications (Ideal or Preferred)
- A relevant tertiary qualification in Information Technology or Business Management
Knowledge
Min:
- The business environment in the context of service provision.
- Client engagement and support practices and principles.
- Basic data analytics and business process
- Stakeholder engagement and management
- Knowledge of regulatory requirements, compliance standards in an operational environment
Ideal:
- Contact centre knowledge
- Understanding of Capitec Bank's internal environment and processes
- Debt collection processes | Credit Risk Management | Retail Credit Industry
- National Credit Act (NCA)
- Regulations relating to predictive diallers
- Contact centre software tools
- Technical knowledge of telecom hardware
- Cloud service knowledge on platforms such as AWS connect and Salesforce
Skills
- Analytical Skills
- Attention to Detail
- Communications Skills
- Computer Literacy (MS Word, MS Excel, MS Outlook)
- Decision making skills
- Interpersonal & Relationship management Skills
- Numerical Reasoning skills
- Planning, organising and coordination skills
- Problem solving skills
- Reporting Skills
Conditions of Employment
- Clear criminal and credit record
How to Apply:
- To see what life at Capitec is all about and complete a short assessment, please click here!
- Once you have completed the above finalize your application by clicking apply below
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