Western Cape Listings

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

• Sage 300 People experience will be advantageous

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 ready to take the next step in your career?

The purpose of this position is to provide the business with accurate and meaningful information, to enhance service delivery and manage performance.

Requirements

• 2 Years Information Management experience, preferable in a call centre environment
• MS Office (Advanced)
• Proficiency with Power BI
• Proficiency with DAX/Python
• Understanding of databases and data frameworks
• Proficiency in MS Excel and Power Query
• Proficiency in SQL Scripting and SQL Server
• Proficiency in SSIS/SSMS

Responsibilities

Database and Report Management

• Identifies relevant sources of data from which to draw information.
• Agrees specification format with stakeholders.
• Gathers and collates information into a report and ensures accuracy.
• Ensures accuracy of exception capturing and real time reporting.
• Setup and design reports accordingly to stakeholder requirements.
• Document Management Information Standard Operational Procedure for all supported Business Units.
• Clearly document stakeholder requirements for new/amended report requirements.
• Extract data into correct format from SQL / Other data sources.
• Provide recommendations to stakeholders on effective data capturing and storage to ensure timely delivery of reporting.
• Ongoing monitoring of data sources to ensure efficient delivery of data to stakeholders.
• manage and maintain the daily delivery and validation of operational reporting for various business units.
• Design operational report requirements in Power BI for the relevant Business Units.
• Delivers reporting requirements timeously.
• Ensures accuracy of exception capturing and real time reporting.
• Reviews adherence and shrinkage reporting on a daily, weekly and monthly basis.
• Provides information to staffing service providers in respect of employee statistics.
• Checks staff coverage and reports staff shortfalls to operations.

Stakeholder Management

• Attend stakeholder meetings as required, provide feedback on progress and recording issues that need attention.
• Provide feedback to BI Team on areas of concern that need focus.
• Effectively communicate changes/updates to all stakeholders as applicable.
• Provide direction to stakeholders on required reporting within the context of Enterprise Information Platform.
• Effectively communicate and work with the Data Analysts and Data Engineers to design new data requirements that fall outside of the currently available dataset.

Analysis

• Interprets data to identify trends and risks.
• Explores and identifies reasons for trends.
• Analyses and documents business processes, including recommendations for improvement against the identified weaknesses.
• Provide trend analysis and recommendations to relevant stakeholders as applicable.
• Monitors absenteeism trends and flags anomalies
• Makes recommendations to mitigate absenteeism risk.
• Briefs Operations Management on recommended service level risk mitigation plan
• Reviews performance across skill sets and revises schedules and forecasts to improve site performance.
• Facilitates the process of information analysis and report development for the Business Area

Data Security

• Maintains data standards in accordance with business requirements, Dimension Data and Merchants policies and the data protection legislation.
• Works in accordance with the security information requirements and procedures of the company.
• Controls access to databases environments through permissions and privileges.

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

Additional Requirements
Currently on a Personal Development Plan
Experience in a Sales environment is an advantage
Worked in American culture sector.

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
• Able to lead both customer service and sales teams

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.

About Us:

Join a dynamic, multilingual contact centre that supports global clients across various industries. We pride ourselves on delivering exceptional customer service and fostering a collaborative team environment.

Key Responsibilities:

• Handle inbound and outbound calls in French and English
• Assist customers with queries, complaints, and product support
• Maintain accurate records of customer interactions
• Meet performance targets including call handling time and customer satisfaction
• Collaborate with team leaders to resolve complex issues

Requirements:

• Fluent in French (spoken and written)
• Strong communication and interpersonal skills
• Previous experience in a call centre or customer service role preferred
• Proficient in CRM systems and Microsoft Office
• Ability to work flexible hours, including weekends

What We Offer:

• Ongoing training and career development
• Vibrant, inclusive work culture
• Opportunity to work with international clients

Are you looking to kick start your career in February 2026? We have the perfect opportunity for you.

REQUIREMENTS

6 Months customer service experience within contact centre or retail stores 

Matric certificate or NQF Level 4

South African Citizen

18 - 34 (Youth)

About the role:

International campaign

Great Communication Skills

Dynamic Customer centric people

Computer Literacy

Night Shift

Door to Door transportation to be provided.

About the training:

6 weeks paid training.

A certification received after completing training