Gauteng Listings

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.

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
• 12 months sales experience

Skills

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

We're Hiring: WFM Scheduler

Location: Johannesburg CBD

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:

• Develop agent shift schedules across various lines of business ( ±120–130 seats)
• Monitor adherence to workforce plans in a dynamic, customer-centric environment
• Collaborate closely with team leaders, operations, and WFM specialists
• Contribute to improving service levels and agent efficiency

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

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.

HR Manager – Night Shift Opportunity 

What you'll be doing

The purpose of this role is to enable and support the Business Unit to find, win, retain and grow the right people to drive performance and profitable growth

What would make you a good fit for this role?

Must be willing and able to work in a shifted environment aligning with American hours

Minimum Requirements:

• HR diploma/ degree or qualified by experience- at least 5 years in the HR discipline , of which 2 will include a direct people management role
• Exposure to fast paced, customer service orientated environment with a high degree of change
• Indepth understanding of LRA, EEA, BBBEE, SDA, NQF, BCoE

KEY PERFORMANCE AREAS

People Management

• Coaches and supports HR representatives within the BU
• Manages HR representatives’ performance and immediately addresses out-of-line situations
• Documents HR representatives’ Personal Development Plans
• Regularly conducts information-sharing sessions with HR representatives
• Develops performance promises for all HR representatives and conducts midyear and annual reviews
• Management the temporary staffing providers on site to ensure delivery within service level agreements

Industrial and Employee Relations

• Advises line managers and ensures relevancy of disciplinary action
• Ensures disciplinary action is taken timeously
• Reports on disciplinary activities within the business unit
• Advises on and implements sound employee relations management
• Assists with roll out of employee assistance programs and initiatives within the business unit
• Drives Employee Surveys to ensure validity and reliability
• Ensures alignment to all Merchants standardised policies and procedures within the business unit
• Drives the Performance Management competence, system and process within the business unit and conducts audits to ensure standards are achieved
• Maintains Employment Equity data for the business unit
• Prepares Disciplinary Packs and briefs the relevant party to ensure success for internal and external Appeals processes

HR Guidance and Support

• Adheres to Job Profiling process by assisting management in the development of job profiles and ensuring authorisation for new profiles

• Develops a complete understanding of job roles and challenges within the business unit, in order to better serve line managers
• Drives succession planning and other talent management and career development initiatives, which support the organisation and employment equity plans
• Communicates HR Policies to the business unit to ensure familiarity and compliance
• Provides advice to line on all issues pertaining to the employee relationship
• Maintains salary information records for all employees in the business unit
• Assists line managers in validating and recommending adjustments to salary
• Implements change through adherence to change management principles and legislation
• Facilitates workshops when relevant with line to develop competence in all matters pertaining to the employment relationship

Recruitment and Induction

• Assumes responsibility for all recruitment delivery in the business unit and ensure the standardised process is adhered to
• Ensures interview skills for line are maintained at the required level by coaching line during the interview process and ensuring training is attended
• Prepares interview reports and ensures related interview documentation is filed
• Delivers the Induction Programme to all employees and assists line in preparing new employee orientations Ensures goals are set and measured for all new employees to ensure relevancy of the probation clause

Administration

• Ensures all employment contracts and terms and conditions of employment are consistently applied
• Works with HR central administration to ensure all letters, contracts, benefits documentation etc is completed in an accurate and timely manner
• Provides relevant HR reports
• Captures all Exit Interview results and termination reasons on the HR System
• Ensures all changes to terms and conditions of employment, including job title changes, secondments, personal details, etc, are timeously captured on the system to ensure accuracy and currency of data for reporting

Projects

• Participates in project development for new initiatives
• Delivers new project outcomes to the Business Unit

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?

What you will be doing;

The purpose of the role is to understand our customers and how best to serve them, relevant to the market and current market trends, through training and quality management systems and by
implementing best practice methodologies.


Service delivery
• Ensures provision and achievement of all operational training requirements
• Ensures that all statutory training and reporting requirements are met
• Establishes monthly and annual training schedules based on business requirement and within resource availability and ensures compliance
• Establishes facilities standards for training delivery and ensures standards are met
• Establishes and implements all relevant policies and procedures for CX delivery
• Ensure that training days are scheduled and that the administration and logistics relating to these learning interventions are completed prior to its implementation
• Ensure Training Needs Analysis are conducted following the Merchants methodology
• Defines and develop customized programmes based on the needs they have identified
• Responsible for timeous and effective delivery of CX, product, process, systems, and behavioral training to operational and support employees
• Ensures team members’ knowledge of the business product, systems & processes is current and relevant
• Observe Facilitation and review Material to ensure delivery to the required standards
• Developing, executing, implementation, measuring and review quality improvement strategies through robust root cause problem solving and focused action management
• Verifying Quality Metrics, drive achievement of goals and trigger containment and corrective actions
• Manages delivery of customer experience programs by analyzing data to identify key priorities and aligns, training, quality program and other corrective activities to assess and address identified area

Collaboration and Optimization
• Collaborates with stakeholders to determine training requirements and priorities
• Conducts regular Voice of Customer sessions within the business unit to ensure an understanding of quality standards and requirements.
• Meets with the Operational Management team at a minimum once a month to provide feedback on quality performance, trends and focus areas
• Conducts regular calibration sessions to ensure the validity and reliability of results
• Enhance Customer Success quality management system, informed by best practices and in
collaboration with BPS
• Working with the Operational teams, and the clients to understand data and customer needs to ensure customer experience is enhanced throughout the process and training initiatives
• Collaborates with Operations and the People Development team to ensure that competence gaps are filled.
• Identifies trends and common challenges, collaborate with peers, and makes
recommendations for solutions

Governance, Compliance and Best Practice
• Ensures that the standards of the Merchants Quality Management Framework are applied and managed effectively within the Business and in alignment to best practice as governed by the COE
• Implement and conduct controls and perform regular checks to ensure validity and reliability of results (including QA moderation)
• Monitors the activities of the customer experience team to ensure compliance with acceptable standards of customer service

Escalations
• Ensures disputes and complaints are effectively investigated, managed and tracked
• Identifies and escalates risks and quality issues to resolve them as efficiently as possible.

CX Reporting
• Review and analyze customer experience feedback and performance metrics, such as customer
satisfaction and NPS, identify training and other improvement opportunities and report on insights
and recommendations.
• Develops and delivers reports to meet CX, the Business Unit and Client requirements and timelines
• Identifies, establishes and conducts reporting and analysis on Business interventions, using
methodology in line with the COE and Merchants best practices, showcasing pre- and postassessment methodologies and ROI models.
• Track progress made in the implementation of recommended and actions.

• 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
  
  
• Minimum 4 years CX experience
  
• Experience of Training environment
• Experience of QA environment