Gauteng Listings

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
• Fluent in both French and English
• 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 position is to provide a complete Human Resources administration service and to support HR projects.

1. General Administration

• Loads all employee data related to employee engagements, transfers, promotions, resignations and terminations and ensures that it is timeously communicated to the Payroll.
• Updates all information related to employee engagements transfers, promotions, resignations and terminations on all HR Systems
• Creates and deactivates email accounts for all employees 
• Creates position numbers for all new positions.
• Ensures current understanding and application of all HR Policies

2. HR System Administration and Support

• Creates new employee profiles on all HR Systems upon receiving relevant documentation.
• Terminates exiting employees from all HR Systems upon receiving the relevant documentation
• Follows up on outstanding documentation and information from HR Operations
• Completes all check-lists to ensure 100% completion
• Maintains employee data on all HR Systems by updating information as required.
• Maintains systems data integrity by conducting daily, weekly and monthly checks
• Performs user testing on systems and provides timeous feedback
• Provides user administrative support to all Business Units
• Administers all 1^st line system requests, changes or issues and escalates unresolved items to the relevant 2^nd line escalation points
• Communicates all system changes or enhancements to respective business units to ensure currency of information
• Maps new employees to the DD Job Framework

3. Filing

• Creates and maintains files for all employees
• Files all documents into relevant filing sections of employee files
• Maintains the filing system to ensure ease of access to information for the entire Human Resources department.
• Files and archives all termination files in accordance with prescribed standard.

4. Reporting

• Compiles new engagement and termination reports for submission to the Human Resources Manager on a monthly basis.
• Compiles and distributes Performance Management Reports to the Business as required
• Extracts reports from HR Systems and reports anomalies to the Human Resources Manager on a monthly basis.

Requirements

• Minimum matric or equivalent NQF
• At least 2 years working experience
• At least 1 year HR administration and HR systems experience
• Excel intermediate
• HR Qualification

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 primary purpose of the role is to provide coaching to Agents to improve and/or maintain the agents’ performance which impacts customer call quality and effectiveness, via various contact responses and interactions throughout the agent life cycle.

1. Coaching

• Provides coaching in a confidential setting to improve and/or maintain service, minimise errors and capture coaching feedback onto the relevant system
• Provides tailored coaching plans to support the BU’s strategies
• Supports an environment and culture in which individuals are encouraged to be open about any development areas. and encourages ownership, accountability and continuous learning
• Provides role-play experiences to entrench learnings
• Ensures appropriate and consistent adherence to policies and procedures is maintained, entrenching high operational standards
• Identifies areas of excellence and reinforces those behaviours/actions, ensuring the coaching session is a positive experience.

2. Feedback

• Ensures agreement and commitment to action plans
• Provides regular and timely feedback to Agents with regards to action plans that have been set
• Feedback to Training and Operations pertaining trends

• Provides concrete data and examples to support the feedback

3. Customer Experience

• Ensures that the standards relevant to the coaching function of the Merchants Quality Management Framework are applied and managed effectively within the Business Unit/s
• Manages delivery of customer experience programmes by analysing data in order to identify key priorities and aligns the coaching activities to assess and develop identified areas

• Drives the focus on improving the customer experience on every interaction through coaching and feedback

Requirements

• Minimum 2 years, Call Centre Experience

Additional Requirements

• Reached/met FCR 84% not less, over the past three months (May|June|July)
• Reached/met AHT 508 seconds over the past three months (May|June|July)

French Call Centre Team Leader – Take the Next Step in Your Career!

Are you ready to lead a team to success? We’re looking for a skilled Call Centre Team Leader to manage daily operations, drive performance, and ensure excellent service delivery.

Requirements:

• 1 year Call Centre experience
• 6–12 months Team Leader/Supervisory experience
• Fluent in French and English
• Willing to work shifts

Key Skills:

• Customer service & communication
• Coaching & teamwork
• Problem-solving & attention to detail
• Call Centre technology expertise

Responsibilities:

• People Management: Coach, support, and oversee team performance
• Communication: Deliver briefings, provide feedback, and relay business updates
• Administration: Approve timesheets, maintain performance records, and compile reports

If you're ready to take charge and make an impact, apply now!

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

Skills

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

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 train, coach and evaluate agents’ interactions, ensuring the agents are ready, prepared and deliver exceptional customer experiences.

Training

• Delivers induction, product, systems, and customer experience training to agents
• Deliver refresher training as required
• Creates a training environment conducive to providing the best possible learning experience
• Ensures completion of learning assessments and provides relevant feedback

Quality Evaluations

• Monitors and evaluates agent’s client interactions against the agreed methodology.
• Identifies areas of strength, development, and process improvements.

 Coaching

• Provides coaching in a confidential setting to improve and/or maintain service, minimize errors, and capture coaching feedback onto the relevant system

 General

• Operates within agreed work schedule and meet quality standards independently.
• Remain relevant through call taking and/or listening.
• Do floor walking and agent support during OJT (on-the-job training).
• Facilitate calibration and/or voice of customer sessions.

Administration, Record Keeping and Reporting

• Accurately record training and coaching interventions
• Provides feedback on training material updates required
• Provides quality reports per the business unit requirements

Requirements

• Matric or equivalent NQF
• 12 months contact centre experience.

Additional Requirements
Experience in Training environment
Experience in Quality environment

Are you passionate about precision, planning, and performance? 

Join our vibrant and youthful Customer Services team as a WFM Scheduler! 

We’re on the hunt for a confident, proactive individual with at least 6 months of experience in workforce planning, scheduling, or forecasting.

 What You’ll Do:

1. Workforce Planning
• Completes Agents schedules within agreed timeframes and in line with call volume,
Average Handling Time and shrinkage forecasts
• Administration of extra-time as governed by scheduling process
• Records all attrition, absenteeism, leave, sickness, lateness, planned off phone activities
and overtime
2. Monitoring
• Checks staff coverage and reporting staff shortfalls to operations
• Monitors absenteeism trends and flags anomalies
• Briefs Operations Management on recommended service level risk mitigation plan
• Reviews performance across skill sets and revises schedules and forecasts to improve site
performance
3. Reporting and Administration
• Provides relevant Workforce Management reports as per operational requirements
• Ensures accuracy of exception capturing and real time reporting
• Reviews adherence and shrinkage reporting on a daily, weekly and monthly basis

What We’re Looking For:

• Minimum 6 months experience in workforce scheduling/planning/forecasting
• Matric/ NQF level4
• Proven ability to communicate effectively and drive improvements
• Experience in BPO or telecommunications industries (advantageous)
• Strong Excel skills and knowledge of workforce tools such as Genesys or Verint
• Team player with a bold voice—someone who engages, challenges, and contributes

Why Join Us?

• Energetic, supportive, and innovative team culture
• Opportunities for professional growth and internal mobility

Apply now and shape the future of workplace