Merchants Recruitment Listings

Are you a strong leader with a passion for driving performance and delivering results? We are looking for a motivated and experienced Team Leader – Collections to join our dynamic company !

Key Responsibilities:

Lead, coach, and motivate a team of collections agents to achieve targets

Monitor daily performance and ensure KPI delivery (collections, quality, and productivity)

Handle escalations and support agents with complex customer queries

Conduct regular team meetings, coaching sessions, and performance reviews

Ensure compliance with banking regulations and company policies

Drive a positive and high-performance team culture

Requirements:

Minimum 2–3 years’ experience in a collections environment (banking preferred)

At least 1 year of team leadership or supervisory experience

Strong understanding of collections strategies and processes

Excellent communication and problem-solving skills

Ability to work under pressure and meet targets

Proficient in MS Office and collections systems

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

Key Performance Areas

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

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

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:

• Fluent in French and English 
• 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 Customer Support Engineer is responsible for providing 1st line support for all incidents logged and to meet SLA’s to ensure that the appropriate action is taken within the scope of work of the role.

1. Query Resolution

• Develops and maintains a professional working relationship with the client on behalf of Merchants.
• Resolves all calls logged, relating to telephony, conferencing and desktop issues ensures work is completed within SLA.
• Resolve level 1 system and network issues within SLA
• Escalate level 2 system and network issues to relevant parties
• Escalates calls to the relative parties.
• Confirms Call resolution with client before resolving of the call on the IT Service Management System.
• Retrieves calls emanating from the Business unit on NICE platform or other voice loggers where applicable.
• Investigates and reports on incidents relating to server, desktop and telephony queries and systems.

•  Liaises with 3rd party vendors and 2^nd line support to resolve escalations problems and queries.

2. Standard Adherence

• Updates all calls timeously with a complete audit trail of actions and events, follows up on escalated calls to ensure completion and feedback.

• Comply to Merchants accepted ITIL based Industry best practices.

3. Administration

• Complete daily morning checks on all managed information technology platforms and systems  working towards consistent availability
• Maintains service and quality levels according to Merchants’ business standards, processes and procedures.
• Documents Standard Operating procedures and Work Instruction processes relating to Merchants and client specific systems.
• Manages the client’s expectations with regards to break-fix calls and service requests.

Requirements

• Minimum 3 years related work experience
• Technical Troubleshooting
• MCITP: Enterprise Desktop Administrator and or Support Technician on Windows 7 : preferred.
• Any experience in Avaya, and NICE would be an advantage. (This is advantageous as training will be provided)
• Mac experience an advantage
• A+ and N+ an advantage
• MCSE & CCNA an advantage

Ready to lead, inspire, and drive performance? We're looking for a dynamic Team Leader to manage a group of high-performing Agents and deliver exceptional customer service every day.

💼 What You'll Do:

• Coach and support your team to meet quality standards
• Communicate clearly and consistently
• Monitor performance and take action when needed
• Lead team briefs and feedback sessions
• Keep reports and timesheets up to date
• Resolve escalated customer queries with care
• Drive customer satisfaction through coaching and call quality

📋 What You’ll Need:

• 1+ year Call Centre experience
• Fluent in French and English
• 6–12 months in a Team Leader or Supervisory role
• Strong communication, planning, and coaching skills
• A passion for teamwork and customer service

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
• Fluency in both English and French

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.

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