Merchants Recruitment Listings

Work With The Best

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

If you were born to deliver exceptional service, apply to join our professional team and be ready to kick start your career. We’re always looking for expectational talent and are known around the world for our outstanding customer experience using the latest technology, best practice models and processes, and innovative ground-breaking training techniques.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.

Are you ready to take the next step in your career?

The purpose of this position is to monitor schedule adherence, identify schedule inefficiencies and flag operational service level risks.

1. Adherence Monitoring

• Monitors daily absenteeism.
• Monitors non-adherence and communicates out-of-line situations
• Identifies issues that may impact the site’s ability to meet service levels in real time
• Reviews performance across skill sets and recommends real time changes that will improve site performance

2. Reporting and administration

• Accurately captures exceptions and real time reporting
• Produces accurate daily Workforce Management performance reports to various levels of management covering all areas of the business
• Produces daily and weekly Absenteeism Reports
• Adjusts real-time schedule to accommodate extra-time as governed by scheduling process

Requirements

• Matric or equivalent
• 2 years Agent experience
• Understanding of ACD reporting
• MS Excel – intermediate

Work With The Best

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

If you were born to deliver exceptional service, apply to join our professional team and be ready to kick start your career. We’re always looking for expectational talent and are known around the world for our outstanding customer experience using the latest technology, best practice models and processes, and innovative ground-breaking training techniques.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.
Are you ready to take the next step in your Career?

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

Requirements

• At least two years in the generalist discipline
• Excellent knowledge of Call Centre metrics and operations
• Understanding of process engineering and mapping
• Applying expertise and technology
* Lean Six Sigma - white/yellow belt 


Additional Requirements
Analytical background
MS Office fully proficient

Work With The Best

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

If you were born to deliver exceptional service, apply to join our professional team and be ready to kick start your career. We’re always looking for expectational talent and are known around the world for our outstanding customer experience using the latest technology, best practice models and processes, and innovative ground-breaking training techniques.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.

Are you ready to take the next step in your career?

The purpose of this position is to monitor schedule adherence, identify schedule inefficiencies and flag operational service level risks.

1. Adherence Monitoring

• Monitors daily absenteeism.
• Monitors non-adherence and communicates out-of-line situations
• Identifies issues that may impact the site’s ability to meet service levels in real time
• Reviews performance across skill sets and recommends real time changes that will improve site performance

2. Reporting and administration

• Accurately captures exceptions and real time reporting
• Produces accurate daily Workforce Management performance reports to various levels of management covering all areas of the business
• Produces daily and weekly Absenteeism Reports
• Adjusts real-time schedule to accommodate extra-time as governed by scheduling process

Requirements

• Matric or equivalent
• 2 years Agent experience
• Understanding of ACD reporting
• MS Excel – intermediate

Additional Requirements

* Understanding of WFM and the RTA role?

* Must be willing and able to work in a night shift environment

About the Role

We are seeking a highly detail-oriented and proactive HR Audit & Compliance Administrator to join our team. This role is critical in ensuring the accuracy, integrity, and compliance of employee data and documentation within Sage People 300.

You will play a key governance role by validating HR documentation, supporting audit processes, and ensuring adherence to internal policies, regulatory standards, and grant-funded audit requirements.

Key Responsibilities

1. Auditing & Compliance Administration

• Conduct detailed audits of employee records to ensure compliance with internal audit standards and regulatory requirements.
• Perform quality assurance checks on HR Shared Services (HRSS) documentation.
• Ensure documentation meets grant-funded audit requirements and formatting standards.
• Verify completeness, accuracy, and proper authorization of all documentation.
• Complete audit checklists with a focus on 100% accuracy and timeliness.
• Compile and securely submit audit reports via approved systems (e.g., MoveIT).
• Maintain a strong working knowledge of HR audit frameworks and compliance standards.

2. Cross-Functional Audit Support

• Provide audit coordination and support across business units.
• Collaborate with HRSS, Payroll, Finance, and other stakeholders to ensure audit readiness.
• Act as the primary point of contact for audit-related queries.
• Track outstanding documentation and ensure timely resolution of discrepancies.

3. Document Management & Filing

• Establish and maintain structured and compliant employee audit files.
• Ensure continuous audit readiness through regular file reviews and updates.
• Maintain accurate filing systems for easy traceability and retrieval.
• Track documentation related to contract amendments and employee changes.
• Identify and implement improvements in filing systems and processes.

4. Reporting & Data Management

• Extract, validate, and analyze data from Sage People 300 and HR systems.
• Prepare accurate and timely audit reports.
• Perform data reconciliation and validation checks.
• Identify trends, risks, and compliance gaps.
• Recommend improvements to enhance audit processes and documentation quality.

Key Relationships

You will work closely with:

• Internal Stakeholders: HR Managers, HR Consultants, HR Shared Services, Payroll, Finance, Merchants Academy
• External Stakeholders: Auditors (primary contact for audit requests and submissions)

Minimum Requirements

• Matric / NQF equivalent
• At least 1 year of administration and HR systems experience
• Intermediate Excel skills
• Experience working with HRIS systems (Sage People 300 advantageous)

Key Competencies

Skills

• Strong attention to detail and accuracy
• Effective planning and organising skills
• Solid communication skills (written and verbal)
• Problem-solving capability
• Technical aptitude

Attributes

• High level of confidentiality and integrity
• Strong sense of accountability
• Resilient and proactive approach
• Ability to work under pressure and meet deadlines

Become a CX Champion as Our New Associate

Do you have a passion for training, coaching, and elevating customer service quality? We're looking for a CX Associate to shape agent performance through dynamic training, impactful coaching, and thorough quality reviews.

What’s in it for you:

• Be the go-to expert for new hire readiness and ongoing performance
• Gain exposure to training, facilitation, coaching, and CX strategy
• Enjoy an engaging, fast-paced team environment
• Opportunity to grow into senior CX, training, or quality roles

What the role involves:

• Facilitate induction, product, and system training for new agents
• Deliver refresher sessions and OJT (on-the-job training)
• Conduct quality evaluations on client interactions
• Provide one-on-one coaching to develop agent performance
• Record and report on training, quality, and coaching outcomes
• Support floor walking and drive engagement during ramp-up phases

What you need to succeed:

• 12+ months experience in a contact centre environment
• 6+ months CX experience 
• Passion for training, people development, and customer excellence
• Strong communication and facilitation skills
• Ability to evaluate calls and provide actionable feedback
• Eye for process improvement and detail

Work With The Best

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

If you were born to deliver exceptional service, apply to join our professional team and be ready to kick start your career. We’re always looking for expectational talent and are known around the world for our outstanding customer experience using the latest technology, best practice models and processes, and innovative ground-breaking training techniques.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.

Are you ready to take the next step in your career?

The purpose of this role is to ensure that the day to day management of a CX team is in line with CX deliverables according to SOW’s & OLA’s.

1. Service delivery

• Ensure that the planning, administration and logistics to deliver CX activities ensures timeous and effective delivery of outcomes as agreed with CX manager.

• Planning of annual training schedules based on business
• Execution of the operational & statutory training and measurable achievement of learning outcomes
• Ensure Training, Quality & Coaching compliance with standards as prescribed by PBS
• Ensures team members’ knowledge of the business product, systems & processes is current, relevant and up to date.
• Ensure facilitation skills and material are delivered to the required standards

2. Collaboration and Optimization

• Conducts regular Voice of Customer sessions within the business unit to ensure an understanding of quality standards and requirements.
• Conducts regular calibration sessions to ensure the validity and reliability of results
• Working collaboratively with the CX Manager and analysts to provide information/data, raise triggers and make recommendations for improvement accordingly.

3. Governance, Compliance and Best Practice

• Ensures that the standards of the Merchants Quality, Learning & Coaching Management Frameworks are complied with and delivered effectively within the Business.
• Implement and conduct controls and perform regular checks to ensure validity and reliability of results (including QA moderation)
• Monitors the activities of the CX associates to ensure compliance with acceptable standards of customer service

4. Escalations

• Ensures disputes and complaints from operational teams are investigated, responded to and tracked
• Identifies and escalates risks and quality issues to resolve them as efficiently as possible.

5. CX Reporting

• Delivers data to meet CX, and the Business Unit requirements and timelines & deadlines

6. People Management

• Provide leadership and guidance to payroll administrators
• Coaches to ensure an understanding of consequences of errors
• Ensure teamwork and co-operation within the team
• Communicate Merchants objectives and alignment of the department to the objectives
• Enforce compliance to company policies, procedures, and legislation
• Development of staff to ensure best practice standards and knowledge of relevant legislation
• Ensures performance reviews are completed
• Identify poor performance and actions appropriately.

Requirements

• Minimum 1 or 2 years CX experience
• Experience of Training environment
• Experience of Quality environment