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.
• Debt Collections experience 

Additional Requirements

Experience in Training environment

Experience in Quality environment

Must have Collections experience

Principal Business Unit Head – International BPO

We are seeking an experienced PBUH to lead a large-scale international business unit, taking full accountability for client partnerships, commercial performance, operational excellence, and long-term business growth.

This role requires a commercially minded leader with extensive BPO experience, strong client management capability, and a proven track record of leading complex, large-scale operations while delivering sustainable financial and operational performance.

Key Responsibilities

Business Unit Leadership

• Lead and manage the overall performance and profitability of the business unit.
• Drive operational excellence and ensure achievement of all contractual obligations and service levels.
• Develop and execute business strategies that support long-term growth and sustainability.
• Lead through multiple layers of leadership to create a high-performance culture.

Client & Commercial Management

• Own and manage strategic client relationships at an executive level.
• Identify opportunities for business growth, revenue expansion, and increased client value.
• Lead commercial negotiations, contractual governance, and change management processes.
• Position the organisation as the partner of choice through exceptional client engagement.

Financial & Business Performance

• Assume full accountability for business unit financial performance.
• Manage budgets, forecasting, revenue, profitability, and cost optimisation.
• Develop business cases, ROI models, and commercial proposals.
• Drive business growth and achieve financial targets.

Operational Excellence

• Lead large-scale front-office and back-office operations.
• Deliver performance against contractual, operational, financial, and customer experience targets.
• Drive continuous improvement, innovation, and operational transformation initiatives.
• Ensure effective governance, risk management, and regulatory compliance.

Leadership & Talent Development

• Build, develop, and lead high-performing leadership teams.
• Drive succession planning, talent development, and employee engagement.
• Create a culture of accountability, ownership, and continuous improvement.

Minimum Requirements

• Minimum 10 years' experience within the BPO / Contact Centre industry.
• Minimum 5 years' experience in a senior operational or business unit leadership role.
• Proven experience managing large-scale international BPO operations.
• Demonstrated experience leading operations of 250+ FTE.
• Strong client relationship management and executive stakeholder engagement experience.
• Proven experience managing budgets, forecasting, revenue growth, profitability, and commercial performance.
• Strong operational, financial, and commercial acumen.
• Experience within regulated environments will be advantageous.