Merchants Recruitment Listings

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
• Must be fluent in both English and French

Skills

• Customer service orientation
• Oral and written communication
• Planning and organising
• 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

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

The purpose of this role is to lead and manage the Team Leaders within the business unit, ensuring the operational performance metrics are met.

What would make you a good fit for this role?

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

Requirements:

• Knowledge of and experience in contact centre performance metrics and reporting
• 2 years as a Team Leader

What you'll be doing

People Management

• Coaches and supports Team Leaders
• Day to day management of Team Leader performance
• Documents Team Leaders Personal Development Plans
• Regularly communicates to Team Leaders and Agents
• Develops performance promises for all Team Leaders and conducts midyear and annual reviews.
• Ensures that all Human Resources policies and procedures are observed.

Customer Relations

• Manages customer escalations and complaints.
• Ensures operational delivery is in line with contractual obligations.
• Provides input and participates in calibration sessions.

Reporting & Administration

• Provides relevant internal and external reports as per the business unit requirements.
• Analyses business data identifying and highlighting trends to the management team.
• Monitors absenteeism and adherence.
• Compiles ad hoc reports as and when required.
• Analyses operational data and takes relevant action.
• Reviews current reporting tools and suggests improvements to meet the Management Information requirements of the organisation.
• Arranges log ons for new employees.
• Ensures Agent time sheets are accurately completed and timeously submitted.

Team Leader

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
• 2 years debt collection experience

Skills

• Customer service orientation
• Oral and written communication
• Planning and organising
• 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

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
• Must be fluent in both English and French

Skills

• Customer service orientation
• Oral and written communication
• Planning and organising
• 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

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

The HR Consultant is responsible for providing overall HR support to the business areas as well as ensuring that HR policies and practices are implemented in line with best practice and Group standards.

Requirements

• Completed or studying towards an HR diploma/degree

• Minimum 2-3 years, HR experience

• Knowledge of LRA

• Knowledge of BCoE, SDA
• Fluent in English and French

What would make you a good fit for this role?

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

What will you be doing?

Recruitment and Induction

• Assists management with the development of Job Profiles and Specifications
• Delivers on recruitment requirements for the business areas
• Ensures all new employees are taken through an induction

Administration and Reporting

• Completes all letters, contracts, benefits documentation in an accurate and timely manner
• Provides regular and thorough HR reporting back to the Head of HR and the Business areas as required
• Addresses all payroll issues in a timely manner
• Updates the HR systems with all relevant information
• Updates headcount and attrition reports and maintains an accurate staff list at all times

Industrial and Employee Relations

• Advises on, and implements disciplinary processes as required and in accordance with legislation and company policy
• Supports and ensures preparedness of line management in disciplinary matters
• Documents and minutes the results of all disciplinary hearings
• Brings any out-of line situation to management’s attention

Performance Management

• Advises and ensures implementation of performance management through the People Dimension System for all permanent staff on the DD payroll
• Rolls out HR initiatives as required for Group HR and Merchants

Employee Well-being

• Informs line mangers in respect of advisory services available to employees
• Co-ordinates wellness day activities
• Recognizes new trends and patterns of behavior and alerts management

Are you a commercially-minded leader who thrives in a fast-paced, client-focused environment? Do you bring strong operational know-how with a sharp eye on the bottom line?

Job Purpose

Take full ownership of client relationships and business operations, ensuring profitability, operational excellence, and the achievement of service-level commitments. You will drive strategic growth, champion our values, and lead a team to exceed expectations.

What You’ll Be Doing

1. Identify, build, and convert a robust client pipeline to expand business opportunities.

2. Drive incremental revenue through consultative, value-led engagement.

3. Act as the commercial lead for client relationships — build trust, communicate proactively, and consistently        deliver excellence.

4. Seek out new opportunities within existing accounts to deepen value and increase client ROI.

5. Ensure services meet both internal quality standards and client expectations.

6. Own and manage budgets with a focus on margin improvement.

7. Develop accurate forecasts and cost models to support smart decision-making.

8. Lead the business unit toward continuous improvement and performance excellence.

9. Motivate, coach, and develop a high-performing team.

10. Align operational goals with strategic objectives.

11. Create a positive, collaborative, and accountable work culture.

What We’re Looking For

• Proven experience in a senior operations or client-facing commercial role (5+ years).
• Strong sales orientation with a natural ability to identify and convert opportunities.
• Deep understanding of client service principles.
• Skilled in leading cross-functional teams and managing complex projects.
• Proficiency in MS Office and operational tools.