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Business Process Outsourcing (BPO) Listings

  • Call Centre Agents

    Merchants Recruitment

    on 2020/07/06

    Hazyview, Mpumalanga

    CALL CENTRE OPPORTUNITY

    APPLY TODAY!

    We looking for customer-centric individuals to join our vibrant team!!!

    Minimum requirements

    6  months call centre experience or 6 months strong customer service experience

    Ability to work within a 24-hour shift environment

    Credit and criminal clear

    Valid Matric

    Excellent communication skills

    Excellent Computer Skills

    See more

    SalaryMarket Related

    Work TypeContract

  • Spanish Speaking Call Centre Agents

    Merchants Recruitment

    on 2020/06/10

    Johannesburg, Gauteng

    Spanish Speaking Call Centre Agents

    We are searching for Fluent Spanish and English Speaking Call Centre Agents who are passionate about delivering exceptional Customer Service to our International Customers.

    Minimum Requirements 

    • Grade 12 / NQF Level 4 / Equivalent
    • 1 year Customer Service Experience dealing with credit cards
    • Spanish and English verbal & written communication skills
    • Availability to work shifts (International Call Centre)
    • SA ID or a Valid work permit 
    See more

    SalaryMarket Related

    Work TypeContract

  • Trainee Administrator (Full-time Student)

    Old Mutual

    on 2020/04/07

    Pinelands, Western Cape

    Role overview

    This role provides response to administrative requirements in accordance with SLA parameters in a processing environment, under supervision. The incumbent is individually accountable for achieving results through their own efforts with support, coaching and direct supervision efforts.

    Key Result Areas

    SPECIFIC KEY RESULT AREAS:

    • Follows only those standardized process that have been trained / coached in to provide administrative support.
    • Provides an indirect service to customers and intermediaries.
    • Delivers on daily production standards as determined by team leader / coach.
    • Responds to immediate requirements within procedure.
    • Uses standard administrative techniques to coordinate own work.
    • Learner to Moderate level of technical knowledge.
    • Limited multi skilling across product and process relevant to the business area.

    GENERIC KEY RESULT AREAS:

    • Co-ordinates own work using standard administrative techniques trained in.Need to be fully multi-skilled across
    • Delivers on daily production standards as determined by team leader / coach.
    • Follows only those standardized process that have been trained / coached in to provide administrative support.
    • Provides an indirect service to customers and intermediaries under direct supervision of a team leader / trainer / coach.
    • Responds to administrative requirements within procedure(s).

    Personal Effectiveness

    • Accepts and lives the company values.
    • Accountable for service delivery through own efforts.
    • Collaborates effectively with others to achieve personal results.
    • Individually accountable for managing own time, tasks and output quality for periods of 1 day to a maximum of 3 months.
    • Makes increased contributions by broadening individual skills.

    Quality Assurance

    • Adheres to service and quality standards

    Requirements: Skills, Qualifications and Experience required

    • Matric or equivalent NQF qualification
    • Proof of current registration with a recognized Tertiary Institution
    • Computer literacy with knowledge of MS Office: Word, Excel and Outlook
    • Ability to prioritize work
    • Ability to work
    • Strong communication and interpersonal skills, both written and verbal
    • Work effectively with colleagues and clients to accomplish team goals
    • Additional Requirements 
      Candidates should be available to work the following shifts:
      9AM-2PM, Monday to Friday or 4:30PM-7PM Monday to Friday and 8AM-1PM on Saturdays.

    Competencies

    • Information Monitoring
    • Initiating Action
    • Ownership
    • Planning & Organising
    • Team Orientation
    • Technical Knowledge

    See more

    SalaryMarket Related

    Work TypePermanent

  • French Speaking Call Centre Agents

    Merchants Recruitment

    on 2020/04/01

    Johannesburg, Gauteng

    We are searching for Fluent French and English Speaking Call Centre Agents who are passionate about delivering exceptional Customer Service to our International Customers.

    Minimum Requirements 

    • Grade 12 / NQF Level 4 / Equivalent
    • 6 months Customer Service Experience in a Call Centre
    • French and English verbal & written communication skills
    • Availability to work shifts (International Call Centre)
    • SA id or a Valid work permit 
    See more

    SalaryMarket Related

    Work TypeContract

  • Business Unit Trainer

    Merchants Recruitment

    on 2020/03/20

    Cape Town, Western Cape

    The purpose of this role is to deliver, evaluate and report on all Business Unit specific training within the operation, in order to ensure the Agents are ready and prepared to deliver exceptional customer experiences.

    1. 1. Training
    • Deliver product, systems and customer experience training to all Agents
    • Deliver refresher training as required
    • Operates within agreed training schedule and meets quality standards
    • Delivers induction training to all Agents
    • Delivers on-the-job training
    • Creates a training environment conducive to providing the best possible learning experienc
    1. 2. Learning assessments
    • Continually listens to live calls to identify any gaps to be remedied through the training experience
    • Ensures completion of learning assessments and provides relevant feedback and recommendations for improvements to training delivery.
    • Provides feedback on call-listening to Training Managers to ensure continuous improvement
    • Identifies learners at risk of being incapable of fulfilling the Agent function and timeously communicates the risk to Training Managers.
    1. 3. Post-Training Support
    • Coaches Agents in order to facilitate the transition from training to full function.
    • Assumes responsibility for closing all learning gaps between training and ‘go-live’ to ensure all Agents are “workplace ready”
    1. 4. Administration and Record keeping
    • Accurately records all learning and development interventions
    • Updates all training material to ensure currency and accuracy
    • Provides management with relevant training reports
    • Ensures training manuals and aids are prepared for training
    • Makes logistical arrangements for training

    See more

    SalaryMarket Related

    Work TypePermanent

  • Head of Marketing

    Merchants Recruitment

    on 2020/03/12

    Bryanston, Gauteng

    Merchants is a leading BPO solution provider specialising in customer experience and customer interactions. We focus on people, process and technology to create exceptional customer experiences. We are passionate about people and our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.

    JOB PURPOSE

    The purpose of this position is to create and execute marketing and communications (internal and external) activities to drive the Merchants brand awareness and positioning within the markets across all mediums in which the organisation operates.

    Market Research

    Conducts competitor reviews and monitors activities within the market from competitor offerings and wins including new products and services and market trends and business opportunities.

    Drives market research & intelligence activities to ensure that the sales and solutions teams are kept up to date with trends, competitor and market activity.

    Produces and delivers monthly internal research newsletters to internal audiences and quarterly e-zines to external audiences.

    Briefs, conducts research on customer and client satisfaction for both business improvement and PR activities.

    Marketing Plans

    Develops and manages marketing plans and programmes including value propositions, positioning, market segmentation, competitor analysis, collateral, references, with the assistance of the department Head.

    Owns the creation of solutions and external marketing plan and the initiatives to deliver on the agreed marketing strategy.

    Measures the ROI and measurement against the strategic objectives.

    Marketing Activity Execution

    Owns the execution of the external marketing plan and measures the ROI for all executed marketing initiatives within and across the lines of business.

    Works with sales and the extended marketing team to ensure revenue goals are met

    Develops sales tools and collateral content in preparation for go-to-market

    Provides relevant content for other marketing activities and ensures internal support services educated on the marketing plans and activities.

    Communications

    Works with the Marketing Manager – Communications on internal communication plans to ensure proactive employee communications and continued education in the business.

    Focuses external communication on the value proposition and market messaging to develop solutions identity, position key thought leaders and build mindshare with key target audiences.

    Delivers/develops case studies/success stories and reference sites.

    Financial Management

    Owns the management of the solutions and external marketing and communications spend against the budget.

    Ensures all systems pertaining to spend, forecasting and reconciliation are up to date.

    Communicates the spend versus budget and forecast to the relevant areas.

    Supplier Management

    Acts as marketing alliance to further build and maintain existing relationships with suppliers

    Defines and manages SLA achievement to ensure timeous delivery against budget.

    Manages the Supplier fund recovery where applicable.

    People Management

    Leadership

    Leads by example in living the values of the organisation

    Ensures the department is fully equipped to handle the work load and distribute work flow

    Coaches to ensure a full understanding of consequences of errors

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

    Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives

    Communicates effectively, building and maintaining relationships

    Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

    Attraction & Selection

    Ensures appropriate staffing and action accordingly

    Identifies need for creation of position and forward recommendation to direct manager and HR

    Ensures appointments are in line with EE targets / strategy

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

    Retention

    Develops and empowers people, recognizing and rewarding value-added performance

    Training and Development

    Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

    Monitors implementation of training needs as per individual development plans

    Career Pathing and Succession Planning

    Identifies, manages and develops talent

    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

    Knowledge

    Marketing degree or equivalent.

    5 - 8 years’ experience in Marketing Management in a Solutions/Services Industry

    Proven track record of developing and delivering marketing plans with a multinational company

    MS Suite – Expert level

    See more

    SalaryMarket Related

    Work TypePermanent

  • Principal BUH

    Merchants Recruitment

    on 2020/03/11

    Durban, Kwazulu Natal

    Merchants is a leading BPO solution provider specialising in customer experience and customer interactions. We focus on people, process and technology to create exceptional customer experiences. We are passionate about people and our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.

    JOB PURPOSE

    The purpose of this position is to take overall responsibility for the relevant Business Unit to meet it’s contractual and commercial targets and budgets, whilst ensuring the strategic aims of our People and Customers First are met and advanced in all activity within the Business Unit. In addition, the position is a key member of the Operations Leadership Team, working with other senior leaders to ensure the South African BPO Operations meets its overall contractual, commercial and strategic goals.

    KEY PERFORMANCE AREAS

    Financial Management

    Establishes budgets for the Business Unit

    Directs the Business Unit to meet budget and other financial goals

    Develops and maintains the Business Unit’s financial/budget plans

    Ensures that financial targets and plans are communicated

    Distributes and manages the allocation of budgets within the Business Unit with appropriate financial controls

    Ensures tracking, monitoring and reporting on the Business Unit’s financial activities

    Operational Management

    Directs short and long term planning to meet contractual and operational targets and financial budgets

    Establishes performance goals across all operations

    Directs support areas to allocate resources and assesses utilisation to ensure optimal usage

    Directs & monitors support areas to deliver required support services to Operations and where appropriate to the wider Business Unit

    Develops, establishes and directs implementation of operating policies and standards in operations, ensuring they are either innovative or aligned to current global best practice

    Works with Business Development and Consulting/Transition areas to support the development of new opportunities, whilst ensuring any secured growth activities seamlessly transition from implementation to stable operational delivery

    Stakeholder Management

    Directs the change control processes across the business unit to mitigate contractual risk

    Manages senior business stakeholders through appropriate direct engagement to ensure that all risk and control issues are properly transparent and managed

    Chairs relevant Programme and Project Steering Committees as required

    Acts as the senior point of entry for escalated client queries and for queries from other stakeholders

    Takes personal accountability for ensuring the resolution of complaints directed at the Business Unit operations

    People Management

    Leadership

    Leads by example in living the values of the organisation

    Ensures the department is fully equipped to handle the work load and distribute work flow

    Coaches to ensure a full understanding of consequences of errors

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

    Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives

    Communicates effectively, building and maintaining relationships

    Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

    Attraction & Selection

    Ensures appropriate staffing and action accordingly

    Identifies need for creation of position and forward recommendation to direct manager and HR

    Ensures appointments are in line with EE targets / strategy

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

    Retention

    Develops and empowers people, recognizing and rewarding value-added performance

    Training and Development

    Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

    Monitors implementation of training needs as per individual development plans

    Career Pathing and Succession Planning

    Identifies, manages and develops talent

    Performance Management

    Sets direct reports quantitative and qualitative performance objectives and ensures 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

    Knowledge

    8 years related business experience

    Minimum 5 years’ experience in the Contact Centre/BPO industry, including at least 2 years leading an operation of at least 300 seats.

    See more

    SalaryMarket Related

    Work TypePermanent

  • Team Leader

    Merchants Recruitment

    on 2020/03/11

    Parktown, Gauteng

    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. 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
    1. 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
    1. 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
    1. 4. Customer Satisfaction
    • Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
    • Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
    • Drive teams performance on systems and all metrics in accordance to the contractual obligation.

    See more

    SalaryMarket Related

    Work TypePermanent

  • Handyman

    Merchants Recruitment

    on 2020/02/07

    Pretoria, Gauteng

    The purpose of this role is to provide general maintenance work to the Facilities for Merchants SA.

    • Conducts general maintenance work on facilities, including, but not limited to:

      1. replacing light bulbs,

      2. touching up painting,

      3. repairing workstation furniture,

      4. moving of furniture and computers.

      5. other ad-hoc work required to be carried out.

      • Attends to all radical facility queries as assigned by the Facilities Officer.
      • Walks through the Business Units and Merchants areas to ensure facilities are in excellent operational order.
      • Reports any potential environmental risks or potential hazards to the Facilities Officer.
      • Reports replenishment requirements to Facilities Officer/ Manager and ensures that equipment/materials, consumables are fully stocked at all times.
      • Assumes responsibility for equipment assigned to him/her and ensures safeguarding of such.
      • Reports on progress towards completion of work as required.
      • Any other maintenance duties as requested by management.
      See more

      SalaryMarket Related

      Work TypeContract

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