Merchants Recruitment Listings

One of our reputable client is looking for your expertise in the following:

Calling clients who owe money from overdue bills

Negotiating payoff deadlines and payment plan

Tracking outstanding debts

Planning course of action to recover owed money

Handling debtors queries and complaints

Recommending solutions

Building trust with debtors

Experience and skills required:

Must have 6 - 12 months debt collection experience

Must be computer literate

Ability to work shifts

Must have a clear credit record

JOB PURPOSE

The role is responsible for creating, developing, refine and executing internal / external communications in line with overall business strategy and ensures that the appropriate messages are developed, via appropriate communications channels

KEY PERFORMANCE AREAS


Practice Management

Formulates the guidelines for content development to ensure that the organisation’s objectives are conveyed according to the standards
Provides input in refining the Writing Style Guide and develops templates and approaches to all areas of content development and brand language
Researches key technologies and trends, such as webinars, podcasts, white papers, industry analyst reports and related data in order to remain current on topics relevant to business positioning.
Remains current with copywriting best practice and apply these principles in the development and editing of content

Copy Writing

Oversees final proofreading and style checking and assists with the revision of content of work developed by other team members and internal departments.
Ensures and enhances alignment between solutions and services content.
Assists with the production of all internal communication including announcements, newsletters, videos and corporate collateral.
Develops content relating to the specific target audience and that a consistent style is applied to all deliverables regardless of the technology.
Assists with the writing of copy to support external communications efforts.
Collaborates with the Graphic Designers to create copy templates and external communications, ensuring that the content meets published standards
Ensures a consistent brand story – visuals, voice – across all mediums
Supports in developing content for internal events and co-ordinates external communication in line with corporate branding, public relations and strategy by preparing presentations, and writing content for internal and external communications campaigns
Provides creative conceptual input on campaigns
Proofreads copywriting (including disclaimers) for accurate use of grammar, punctuation, spacing and content — corrects any grammatical, typographical or compositional errors

Communications and Marketing tools

Assesses the business need and associated budget on internal projects and advises business accordingly
Develops communication plans by Business Units
Produces communications for distribution internally
Develops marketing tools to enable where appropriate self-sufficiency and efficiencies.
Demonstrates proficiency on company’s communications systems, including the intranet, website and marketing automation tools.
Creates written communications that effectively communicate and sell the developed marketing concepts both internally and externally.
Maintains up-to-date knowledge of trends in branding, marketing, advertising, and related communications industries
Develops content with key stakeholders in the business to draft announcements and other internal communications content
Co-ordinates the execution of internal communications to employees, ensuring the most effective and appropriate channels are used and that messages are aligned and consistent

Reporting

Extracts and compiles regular reports, incuding readership information from all internal communication regardless of media channel and providing compiled data to the Head of Marketing
Reports monthly on all marketing tasks and status updates allocated to the team

Project Management

Manages and organizes multiple jobs and projects on a daily basis
Keeps team members, clients / stakeholders informed of all relevant issues as they arise.
Monitors and tracks allocated project tasks to relevant specialist within the team and provides feedback to internal stakeholders on progress status
Works with marketing co-ordinator to ensure the content reaches target audiences through appropriate channels
Ensures efficiency and effectiveness in content communication by aligning messaging with business objectives and brand key messages, and managing the tone, appropriateness, and frequency of communications

Knowledge

Matric of NQF equivalent
Marketing Diploma or degree
3-5 years’ experience in corporate communications Proven track record in copy writing
MS Suite - essential

The purpose of this role is to deliver, evaluate and report on all Business Unit specific training within the operation, in order to ensure the Agents are ready and prepared to deliver exceptional customer experiences.

1. 1. Training

• Deliver product, systems and customer experience training to all Agents
• Deliver refresher training as required
• Operates within agreed training schedule and meets quality standards
• Delivers induction training to all Agents
• Delivers on-the-job training
• Creates a training environment conducive to providing the best possible learning experienc

1. 2. Learning assessments

• Continually listens to live calls to identify any gaps to be remedied through the training experience
• Ensures completion of learning assessments and provides relevant feedback and recommendations for improvements to training delivery.
• Provides feedback on call-listening to Training Managers to ensure continuous improvement
• Identifies learners at risk of being incapable of fulfilling the Agent function and timeously communicates the risk to Training Managers.

1. 3. Post-Training Support

• Coaches Agents in order to facilitate the transition from training to full function.
• Assumes responsibility for closing all learning gaps between training and ‘go-live’ to ensure all Agents are “workplace ready”

1. 4. Administration and Record keeping

• Accurately records all learning and development interventions
• Updates all training material to ensure currency and accuracy
• Provides management with relevant training reports
• Ensures training manuals and aids are prepared for training
• Makes logistical arrangements for training

The purpose of this position is to investigate, analyse, document, and coordinate activities within business and/or operational processes, which will improve customer service, reduce cost and increase efficiency to address business requirements needed to optimize the business.

Process Improvement Initiatives

• Supports the identification of improvement opportunities by providing relevant data and data analysis
• Responsible for documenting process changes/new process design and measuring process compliance within the business
• Provides overall support and facilitation of business improvement and continuity which incorporates business continuity processes and associated documentation and coordination in ensuring the business can continue to service the client’s customers.
• Assists in the implementation of operational changes to support marketing campaigns, new regulatory requirements and group projects.
• Communicates minor and major incidents raised by the operation and uses experience to seek ways to improve processes through root cause analysis, or escalates where necessary

Business Analysis

• Investigate and perform business needs analysis and root cause issues analysis with key stakeholder and evaluate and identify solutions
• Design to-be business architectures
• Identify and design new and improved business process systems and procedures to deliver goals
• Undertake a feasibility and impact analysis of solutions identified with key stakeholders
• Develop IT systems functional, non-functional and service level requirements as well as Business Requirement Definition documents to assist Project Manager with deliverables

Project Administration

• Produces relevant, useful and professional reports and communications as project updates to the business
• Provides ongoing open communication to all key functional team members
• Identify project risks either by consultation with key stakeholders or by risk assessment workshop and develop mitigating action plans with operations
• Contributes to scoping of projects.
• Identifies cause and effect relationships and ensures steps are in place to mitigate risk.
• Delivers project work on time and in line with the agreed standard of quality.

Reporting and Administration:

• Completes all project documents and related administration and stores to ensure currency and accessibility.
• Generate monthly and weekly or ad-hoc status reports
• Provides accurate reports to assist the Business Improvement Manager in exceeding client expectations
• Documents process changes/new process design and measuring process compliance within the business

CALL CENTRE AGENTS

APPLY NOW!!!

A well-renowned Telecommunication company is looking for customer-centric individuals to join their vibrant team!!!

Minimum requirements

6 - 12 months call centre experience or 3 years strong customer service experience

Ability to work within a 24-hour shift environment

Credit and criminal clear

Valid Matric

Excellent communication skills

Excellent Computer Skills

Merchants is a leading BPO solution provider specialising in customer experience and customer interactions. We focus on people, process and technology to create exceptional customer experiences. We are passionate about people and our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.

JOB PURPOSE

The purpose of this position is to create and execute marketing and communications (internal and external) activities to drive the Merchants brand awareness and positioning within the markets across all mediums in which the organisation operates.

Market Research

Conducts competitor reviews and monitors activities within the market from competitor offerings and wins including new products and services and market trends and business opportunities.

Drives market research & intelligence activities to ensure that the sales and solutions teams are kept up to date with trends, competitor and market activity.

Produces and delivers monthly internal research newsletters to internal audiences and quarterly e-zines to external audiences.

Briefs, conducts research on customer and client satisfaction for both business improvement and PR activities.

Marketing Plans

Develops and manages marketing plans and programmes including value propositions, positioning, market segmentation, competitor analysis, collateral, references, with the assistance of the department Head.

Owns the creation of solutions and external marketing plan and the initiatives to deliver on the agreed marketing strategy.

Measures the ROI and measurement against the strategic objectives.

Marketing Activity Execution

Owns the execution of the external marketing plan and measures the ROI for all executed marketing initiatives within and across the lines of business.

Works with sales and the extended marketing team to ensure revenue goals are met

Develops sales tools and collateral content in preparation for go-to-market

Provides relevant content for other marketing activities and ensures internal support services educated on the marketing plans and activities.

Communications

Works with the Marketing Manager – Communications on internal communication plans to ensure proactive employee communications and continued education in the business.

Focuses external communication on the value proposition and market messaging to develop solutions identity, position key thought leaders and build mindshare with key target audiences.

Delivers/develops case studies/success stories and reference sites.

Financial Management

Owns the management of the solutions and external marketing and communications spend against the budget.

Ensures all systems pertaining to spend, forecasting and reconciliation are up to date.

Communicates the spend versus budget and forecast to the relevant areas.

Supplier Management

Acts as marketing alliance to further build and maintain existing relationships with suppliers

Defines and manages SLA achievement to ensure timeous delivery against budget.

Manages the Supplier fund recovery where applicable.

People Management

Leadership

Leads by example in living the values of the organisation

Ensures the department is fully equipped to handle the work load and distribute work flow

Coaches to ensure a full understanding of consequences of errors

Creates an environment that fosters team work and co-operation amongst team members

Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives

Communicates effectively, building and maintaining relationships

Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

Attraction & Selection

Ensures appropriate staffing and action accordingly

Identifies need for creation of position and forward recommendation to direct manager and HR

Ensures appointments are in line with EE targets / strategy

Selects and places candidates in terms of agreed recruitment and selection process

Retention

Develops and empowers people, recognizing and rewarding value-added performance

Training and Development

Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

Monitors implementation of training needs as per individual development plans

Career Pathing and Succession Planning

Identifies, manages and develops talent

Performance Management

Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs

Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action

Knowledge

Marketing degree or equivalent.

5 - 8 years’ experience in Marketing Management in a Solutions/Services Industry

Proven track record of developing and delivering marketing plans with a multinational company

MS Suite – Expert level

JOB PURPOSE

The purpose of this role is to take responsibility for all operational level accounting functions, including monthly management accounts, budget and forecast setting and assisting with decision making around projects in the organization from a management accounting perspective.

KEY PERFORMANCE AREAS

Management Accounting

Prepares for and executes month-end and year-end management accounting procedures.
Analyses monthly, quarterly and annual financial impact of any variations from actual performance to budget and forecast.
Prepares month-end variance commentary and supports operational management in finance results reviews.
Compiles required accounting packs for distribution and decision making.
Calculates the financial impact of penalty framework, gain-share models or service credits.
Produces valid, accurate and complete financial billing with related supporting documentation and signed change controls.
Produces all documentation related to inflationary pricing adjustments on client or vendor contracts.
Manages and resolves management accounting queries.
Provides support around finance processes, systems and procedures.

Financial Analyses, Reporting and Risk Assessment

Monitors financial risks or opportunities based on client or vendor contracts.
Analyses key financial indicators in reports, in order to identify any variances and provide insight into the reasons behind it.
Human Resources – Job Profile 2
Company Confidential – Internal
Performs sensitivity analyses on operational performance to highlight any potential risks on the financial standing, profitability or investments of Merchants.
Demonstrates financial and business acumen in supporting decision making in the business.
Produces business cases and scenario based modeling based on key assumptions to ensure an effective ROI.

Co-ordinates budgets and forecasts

Documents and inputs assumptions in preparing budgets and forecasts to ensure effective budgetary/forecast management.
Resolves and queries around budgeting / forecasting made by the business units.

Knowledge

Minimum partial completion of Bcom degree.
Preferred completed Bcom degree.
3 - 5 years financial experience in a services industry with annuity revenue.
ERP system experience
Accpac and related products.

Merchants is a leading BPO solution provider specialising in customer experience and customer interactions. We focus on people, process and technology to create exceptional customer experiences. We are passionate about people and our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.

JOB PURPOSE

The purpose of this position is to take overall responsibility for the relevant Business Unit to meet it’s contractual and commercial targets and budgets, whilst ensuring the strategic aims of our People and Customers First are met and advanced in all activity within the Business Unit. In addition, the position is a key member of the Operations Leadership Team, working with other senior leaders to ensure the South African BPO Operations meets its overall contractual, commercial and strategic goals.

KEY PERFORMANCE AREAS

Financial Management

Establishes budgets for the Business Unit

Directs the Business Unit to meet budget and other financial goals

Develops and maintains the Business Unit’s financial/budget plans

Ensures that financial targets and plans are communicated

Distributes and manages the allocation of budgets within the Business Unit with appropriate financial controls

Ensures tracking, monitoring and reporting on the Business Unit’s financial activities

Operational Management

Directs short and long term planning to meet contractual and operational targets and financial budgets

Establishes performance goals across all operations

Directs support areas to allocate resources and assesses utilisation to ensure optimal usage

Directs & monitors support areas to deliver required support services to Operations and where appropriate to the wider Business Unit

Develops, establishes and directs implementation of operating policies and standards in operations, ensuring they are either innovative or aligned to current global best practice

Works with Business Development and Consulting/Transition areas to support the development of new opportunities, whilst ensuring any secured growth activities seamlessly transition from implementation to stable operational delivery

Stakeholder Management

Directs the change control processes across the business unit to mitigate contractual risk

Manages senior business stakeholders through appropriate direct engagement to ensure that all risk and control issues are properly transparent and managed

Chairs relevant Programme and Project Steering Committees as required

Acts as the senior point of entry for escalated client queries and for queries from other stakeholders

Takes personal accountability for ensuring the resolution of complaints directed at the Business Unit operations

People Management

Leadership

Leads by example in living the values of the organisation

Ensures the department is fully equipped to handle the work load and distribute work flow

Coaches to ensure a full understanding of consequences of errors

Creates an environment that fosters team work and co-operation amongst team members

Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives

Communicates effectively, building and maintaining relationships

Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

Attraction & Selection

Ensures appropriate staffing and action accordingly

Identifies need for creation of position and forward recommendation to direct manager and HR

Ensures appointments are in line with EE targets / strategy

Selects and places candidates in terms of agreed recruitment and selection process

Retention

Develops and empowers people, recognizing and rewarding value-added performance

Training and Development

Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

Monitors implementation of training needs as per individual development plans

Career Pathing and Succession Planning

Identifies, manages and develops talent

Performance Management

Sets direct reports quantitative and qualitative performance objectives and ensures individual performance objectives are in place and reviewed to meet organisational and individual needs

Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action

Knowledge

8 years related business experience

Minimum 5 years’ experience in the Contact Centre/BPO industry, including at least 2 years leading an operation of at least 300 seats.

The purpose of this role is to ensure the day to day management of a team of Agents, in a manner that is in line with excellent service delivery to meet the client’s contractual obligations. 

1. 1. People Management

• Coaches the team in order to ensure quality of delivery meets the appropriate standard
• Measures and manages the team to ensure out-of-line situations are immediately addressed
• Communicates information in a timely, accurate and understood manner to all team members
• Ensure that all Human Resources policies and procedures are observed

1. 2. Communication and Feedback

• Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers
• Ensure regular feedback is given to Agents with regards to action plans that have been set
• Ensure all relevant business communications are communicated to the team as and when required

1. 3. Reporting and Administration

• Sign off Agents timesheets on a weekly basis
• Track and accurately update operational performance files for Agents on a weekly basis
• Compiling and sending reports as required by the business for relevant updates

1. 4. Customer Satisfaction

• Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
• Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
• Drive teams performance on systems and all metrics in accordance to the contractual obligation.

The purpose of the Quality Analyst role is to assess the quality of service being delivered to customers primarilyagainst a set of pre-defined customer, business and compliance standards in order to provide Merchant’s business units and clients with powerful insights  through which they can affect improvements in the performance of people, process and technology.

1. Assessment

• Evaluates recorded customer interactions  against the dimensions of customer experience, business process and  regulatory compliance requirements
• Highlights suspected fraud, risk or non-compliance cases when  identified
• Attends regular calibrations and undergoes internal and external audits to ensure accuracy of data assessed

2. Analysis and Feedback

• Provides feedback on Agents in terms of quality of calls assessed against defined evaluation criteria
• Analyses quality of service in order to  perform root cause analyses and determine trends, challenges and improvement opportunities
• Analyses customer experience data and feedback in conjunction with quality findings in order to identify drivers of  both satisfaction and dissatisfaction
• Provides feedback to operational management and central Support Services on the quality of service against defined standards and requirements

4. Administration and Reporting

• Delivers quality reports and analysis to meet the Business Unit requirements and standard reporting requirements within the Quality function, and overall Merchants business