Merchants Recruitment Listings

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
• Fluent in both French and English
• 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

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

The purpose of this role is to deliver operations reports, import date into templates provided and develop reports that will assist the operations to make informed decisions.

What would make you a good fit for this role?

Must be willing and able to work in a night shifted environment.

Requirements:

• Matric or NQF equivalent
• 6 months experience as an RTA or similar position
• SQL / Crystal or similar beneficial MS Access – intermediate
• Knowledge of Avaya / Genesys or similar tool
• Proficiency in data analysis tools and software (e.g., Excel, SQL, Power BI).

What you'll be doing

Reporting and Forecasts

• Delivers timely and meaningful reporting to the Business Unit which adheres to specification
• Continuous improvement of the reports provided to the Business Unit
• Forecasts volumes and resources
• Regularly reviews and makes improvements to daily, weekly and monthly schedules which enables the operations to meet targets
• Monitors and advises on attrition and headcount requirements
• Delivers short-term and long-term forecasting

Maintenance

• Collects all data to centralise in one repository
• Backs up and maintains all Management Information systems

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
• Fluent in both French and English
• 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

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

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

What you'll be doing

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.
• Ensures that all Continuous Improvement deliverables are met within stipulated timeframes and at the agreed standard of quality.
• 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  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

• Develop and refine business processes and systems, focusing on innovative designs that effectively meet organizational objectives.
• 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
• Investigate and perform business needs analysis and root cause issues analysis with key stakeholder and evaluate and identify solutions.
• Convert findings into actionable insights and identify ROI.

Project Administration

• Produces relevant, useful, and professional reports for project updates, ensuring relevance and utility for the business.
• Maintains continuous, transparent communication with all essential functional team members.
• Identifies 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 risks.
• Delivers project work on time, and in line with the agreed standard of quality.

Reporting and Administration

• Completes and stores all project documents and related administration to ensure accuracy and accessibility.
• Generates monthly and weekly or ad-hoc status reports.
• Provides detailed and accurate reports to assist the CX Manager in meeting and exceeding client expectations.
• Documents process changes and new process designs, ensuring adherence to business requirements.

Relationship Management

• Cultivates strong, collaborative relationships with internal stakeholders and external clients, fostering mutual trust and cooperation.
• Demonstrates a deep understanding of stakeholder needs, efficiently resolving their concerns and requirements.

Requirements

• Technical Expertise (L2)
• At least two years in the generalist discipline
• Excellent knowledge of Call Centre metrics and operations
• Understand Process Engineering and Mapping
• Understanding Application of Expertise and Technology
• Lean Six Sigma – White and Yellow Belt
• Business Data Analysis

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 provide a complete Human Resources administration service and to support HR projects.

1. General Administration

• Loads all employee data related to employee engagements, transfers, promotions, resignations and terminations and ensures that it is timeously communicated to the Payroll.
• Updates all information related to employee engagements transfers, promotions, resignations and terminations on all HR Systems
• Creates and deactivates email accounts for all employees 
• Creates position numbers for all new positions.
• Ensures current understanding and application of all HR Policies

2. HR System Administration and Support

• Creates new employee profiles on all HR Systems upon receiving relevant documentation.
• Terminates exiting employees from all HR Systems upon receiving the relevant documentation
• Follows up on outstanding documentation and information from HR Operations
• Completes all check-lists to ensure 100% completion
• Maintains employee data on all HR Systems by updating information as required.
• Maintains systems data integrity by conducting daily, weekly and monthly checks
• Performs user testing on systems and provides timeous feedback
• Provides user administrative support to all Business Units
• Administers all 1^st line system requests, changes or issues and escalates unresolved items to the relevant 2^nd line escalation points
• Communicates all system changes or enhancements to respective business units to ensure currency of information
• Maps new employees to the DD Job Framework

3. Filing

• Creates and maintains files for all employees
• Files all documents into relevant filing sections of employee files
• Maintains the filing system to ensure ease of access to information for the entire Human Resources department.
• Files and archives all termination files in accordance with prescribed standard.

4. Reporting

• Compiles new engagement and termination reports for submission to the Human Resources Manager on a monthly basis.
• Compiles and distributes Performance Management Reports to the Business as required
• Extracts reports from HR Systems and reports anomalies to the Human Resources Manager on a monthly basis.

Requirements

• Minimum matric or equivalent NQF
• At least 2 years working experience
• At least 1 year HR administration and HR systems experience
• Excel intermediate
• HR Qualification

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

The purpose of this position is to take overall responsibility for the performance and ongoing development of the operational Call Centre functions, ensuring delivery of contractual obligations.

What would make you a good fit for this role?

Must be willing and able to work in a shifted environment

Minimum Requirements:

Minimum 4 years of operations management experience, with at least 2 years managing staff at managerial level in a Call Centre/BPO environment

Understanding of Call Centre operations in terms of how people and technology work together for business optimisation

Management-related qualification

What you'll be doing

Operations Management

Manages operational costs through effective resource management

Ensures that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements.

Ensures the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements

Identifies areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols

Assumes accountability in any projects undertaken by the business unit, ensuring that effective management occurs and deliverables are achieved in a timely and cost-effective manner

Ensures consistency and standardisation with the client’s other operations

Client Engagement

Maintains positive client relationships and alerts management to operational delivery issues.

Provides effective operational client management and ensures that all client engagements are managed professionally and ensures that these demonstrate the Merchants values at all times

People Management

Coaches to ensure a full understanding of consequences of errors

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

Ensures appropriate staffing and action accordingly

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

Training and Development

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

Looking to grow your career in a dynamic environment? We’re seeking an experienced leader to manage and support Team Leaders across our business unit.

Role Purpose
Lead Team Leaders to ensure operational performance metrics are consistently met.

Key Requirements
• Minimum 2 years as a Team Leader
• Experience in contact centre metrics and reporting
• Able to lead both customer service and sales teams
• Willing to work in a shifted environment

Responsibilities

🔹 People Management
• Coach, mentor, and manage Team Leaders
• Oversee daily performance and development plans
• Conduct performance reviews and maintain HR compliance

🔹 Customer Relations
• Resolve escalations and ensure service meets contractual expectations
• Participate in calibration sessions

🔹 Reporting & Administration
• Analyse and report business data
• Improve reporting tools
• Monitor adherence and absenteeism
• Ensure smooth onboarding and time sheet accuracy

French Call Centre Team Leader – Take the Next Step in Your Career!

Are you ready to lead a team to success? We’re looking for a skilled Call Centre Team Leader to manage daily operations, drive performance, and ensure excellent service delivery.

Requirements:

• 1 year Call Centre experience
• 6–12 months Team Leader/Supervisory experience
• Fluent in French and English
• Willing to work shifts

Key Skills:

• Customer service & communication
• Coaching & teamwork
• Problem-solving & attention to detail
• Call Centre technology expertise

Responsibilities:

• People Management: Coach, support, and oversee team performance
• Communication: Deliver briefings, provide feedback, and relay business updates
• Administration: Approve timesheets, maintain performance records, and compile reports

If you're ready to take charge and make an impact, apply now!

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

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.

What would make you a good fit for this role?

• Must be willing and able to work in a shifted environment.

Requirements

• 1 year Call Centre experience
• 6 – 12 months Team Leader/Supervisory experience

Skills

• Customer service orientation
• Oral and written communication
• Planning and organizing
• Problem solving
• Teamwork
• Coaching
• Technical expertise – Call Centre technology
• Attention to Detail

What will you be doing?

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

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

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

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 train, coach and evaluate agents’ interactions, ensuring the agents are ready, prepared and deliver exceptional customer experiences.

Training

• Delivers induction, product, systems, and customer experience training to agents
• Deliver refresher training as required
• Creates a training environment conducive to providing the best possible learning experience
• Ensures completion of learning assessments and provides relevant feedback

Quality Evaluations

• Monitors and evaluates agent’s client interactions against the agreed methodology.
• Identifies areas of strength, development, and process improvements.

 Coaching

• Provides coaching in a confidential setting to improve and/or maintain service, minimize errors, and capture coaching feedback onto the relevant system

 General

• Operates within agreed work schedule and meet quality standards independently.
• Remain relevant through call taking and/or listening.
• Do floor walking and agent support during OJT (on-the-job training).
• Facilitate calibration and/or voice of customer sessions.

Administration, Record Keeping and Reporting

• Accurately record training and coaching interventions
• Provides feedback on training material updates required
• Provides quality reports per the business unit requirements

Requirements

• Matric or equivalent NQF
• 12 months contact centre experience.

Additional Requirements
Experience in Training environment
Experience in Quality environment