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.
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Requirements

• 1 year Call Centre experience
• 6 – 12 months Team Leader/Supervisory 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
• Compiling and sending reports as required by the business for relevant updates

Additional Requirements

• A strong understanding of business goals, with the ability to identify trends and promptly recognize gaps in team performance, along with proactively developing plans to address them.
• Daily Client meeting, providing update of performance, key opportunities, able to identify potential risk and mitigation plan. 
• Quick learner with a curious and inquisitive mindset.
• Technologically adept, with the ability to learn new systems rapidly and train others effectively.
• Responsible for managing staffing and daily team operations, including handling absences and coverage.
• Consistent and effective performance management skills.
• Conduct Root cause analysis and effective coaching to close off the Gaps 
• Ideally, capable of handling support escalations or providing backup during team member absences.

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 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. 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

Requirements

• 1 year Call Centre experience
• 6 – 12 months Team Leader/Supervisory experience
• Amadeus proficiency is a must
• Aviation experience if an advantage

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?

Reponsible for overall Financial Management of the Merchants South Africa and to provide advice and guidance to the South African Leadership and Finance Teams.

Ensure Group Financial Management and Reporting meets or exceeds NTT MEA and Merchants Group requirements.

To ensure the appropriate Financial Policies and Standards are set and adhered to.

To provide input, advice and guidance on Financial and Commercial issues to the South African Leadership Team.

To ensure that Corporate Governance is in place for all the legal entities and that the appropriate meetings and reporting is adhered to.

To be involved in all vendor contract negotiations.

To ensure our payroll department meets or exceeds our Peoples expectations and meets Group and regulatory requirements

Main Duties / Key Accountabilities

Strategy

• Participate in the development and execution of the Merchants South Africa Strategy.
• Ensure that the Strategy is consistent with prudent Financial Practice and meets the requirements of the Merchants Group the NTT  Group and its reporting requirements as a public company.

Management

• Participate in the Merchants South Africa Leadership Team.
• Provide advice and guidance to the heads of the Merchants Operating Units and the MD.
• Mentor and provide advice and guidance to the Finance Team

Go To Market

• Provide support and Financial input for all Customer acquisition and Customer development activities. Ensure that Customer Statutory Financial Requirements are aNTT ressed in Merchants transactions with that customer.

Financial Success

• Oversee the preparation of the annual budgets in required timelines and presentation to the Merchants Group.
• Ensure that monthly reporting and forecasting to the Merchants Group and NTT  MEA is on time and materially accurate.

• Continuously review progress and ensure that all steps are being taken to ensure that the Merchants Soiuth Africa entitie/s are Financially Sound and to ensure any significant issues are flagged to the Merchanst Group and NTT  Group Finance and Risk Functions.
• To provide advice and guidance to the managers to assist them in achieving their targets.
• To ensure the annual external audit and internal audits are successfully completed by the Group Auditors with no significant issues. 
• To ensure that Merchants South Africa Working Capital Managemnt meets MEA and Group targets.

Customer Satisfaction

• To be the Executive Sponsor on selected Customers and work with the account team to ensure that the customer’s expectations are met or exceeded.
• To assist the Business Development and Operations Teams in dealing with Financial issues and proposals that impact existing customers.
• To help identify issues that impact the customer’s willingness to pay their invoices and work with the appropriate management to aNTT ress the issues

• CA / MBA / Masters in Commerce with min 10 years Financial Experience or equivalent.
• Senior financial management experience in Service and/or IT Industries, contact centre experience is a bonus.
• Proven Financial Managemnt Experience to global standards.
• Executive Committee experience is desirable.
• Experience in negotiating contracts is desirable.