Listings

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 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

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 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

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 that the day to day management of a CX team is in line with CX deliverables according to SOW’s & OLA’s.

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

What would make you a good fit for this role?

Must be willing and able to work in a shifted environment.

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 role is to deliver, evaluate and report on all JF11 Project specific training, to ensure the Agents are ready and prepared to deliver exceptional customer experiences and participating candidates/work-seekers are provided with workplace support training.

Minimum Requirements:

• Matric or equivalent NQF
• 6 months training experience
• Training qualification or Future Leader: Trainer Graduate

What you'll be doing

Training

• Deliver Workplace Readiness Training, Work Seeker Support Training, and Customer Experience Training to all Agents/work-seekers.
• Deliver refresher training as required.
• Operates within an agreed training schedule and meets quality standards.
• Creates a training environment conducive to providing the best possible learning experience.

Learning assessments

• Ensures completion of pre- and post-learning assessments and provides relevant feedback and recommendations for improvements to training delivery.
• Provides feedback to the Training Manager to ensure continuous improvement.
• Identifies learners at risk of being incapable of fulfilling the Agent function and timeously communicates the risk to the Training Manager.

.

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”.

Administration and Record keeping

• Accurately records all learning and development interventions.
• Completes daily training report which includes per learner observation and feedback of progress.
• Updates all training material to ensure currency and accuracy ensuring communication on updates are shared with Training Manager.
• Provides management with relevant training reports.
• Ensure training manuals and aids are prepared for training.
• Makes logistical arrangements for training.

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
• 2 years 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

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?

Responsible for timely and accurate update on staff movement within the organization as well as changes in employee personal data in Workday.  The role will be accountable for high accuracy of data entry, while continuously seeking to identify opportunities for improvement to raise with their supervisor and the department management. The role requires a high ability to follow defined processes and steps to ensure the rigorous controls put in place by management are properly executed.

1. ADMINISTRATION: Management of employee Data and Operations records following Merchants Operating Model as per approved guidelines:

• Assign and input new ID for new hire
• Manage and update employee details Personnel Data
• Update the name and position on the BU organization structure chart
• Update the Work Data (Confirmation, Promotion, Transfer, Retirement, Resignation, Contract Expiry, Termination, Disciplinary Action, etc.)
• Maintain filing of organization management for each employee
• Generate any Organization Management related report if requested (e.g. requested by finance division)
• Preparation of EIB’s where bulk imports required
• Complete special projects by organizing and coordinating information and requirements; planning, arranging, and meeting schedules; monitoring results.
• Improve program and service quality by updating procedures, evaluating system results with users.
• Contribute to team efforts by accomplishing results on time.

2.  OPERATIONS / MANAGEMENT ENGAGEMENT: To respond on Admin & Ops queries from BU (HR, management, employees, etc.) that is escalated from the contact centre within their own authorization and capability.

• Responding to assigned tickets logged via 4MeSelfService tool.
• Adopt new digital approach via Signiflow to paper-based workflow for digital enablement
• To liaise with BU (management, employees, etc.) if there are any problems that needs BU confirmation

3. PEOPLE MANAGEMENT

• Daily, weekly and monthly management of HR Administrators
• Weekly catch up sessions to address changes, frustrations and outputs

4.  EDUCATION & EXPERIENCE

• Formal education: Diploma or Degree in Human Resources and/or equivalent job-related experience is preferable

• 1. Job experience/knowledge/language requirements:

• Min 5 years related experience in a computerized accounting/human resources environment preferably within a Data & Ops or human resources function
• Demonstrate knowledge of basic office procedures, basic human resources function, typing and keyboarding
• Demonstrates knowledge or experience in human resources management software/Workday                                                 
• Demonstrate effective and stable interpersonal relationship with internal and external parties
• Formal training in human resources or another business-related field
• Fluent in English. Proficiency in a second language would be an advantage.

• 1. PERSONAL SKILLS

• Manage time and prioritize a multitude of concurrent tasks and phone calls, while ensuring deadlines are being met
• Utilize excellent verbal, written and inter-personal communication skills to establish and maintain a good rapport with co-workers, supervisors and Business Units
• Familiarity with Microsoft Office required, esp excel
• Strong process and systems skills
• Proficiency with numbers and strong attention to detail
• Strong interpersonal, and verbal and written communication skills
• Strong organization and follow-through skills

Requirements

• Minimum matric or equivalent NQF
• At least 5 years HR experience specializing in Administration at mid-and senior levels

Additional Requirements

• Previous / current Supervision experience
• HR Admin process, Admin experience an advantage
• HR Project and Team Management experience
• HR Management system experience - Sage required
• Reporting experience

As a Call Centre Agent (Customer Service Representative), you will be a leading Brand Ambassador serving as the first point of contact for customers. We are looking for candidates who have a keen interest in solving customer issues and answering questions while being committed to delivering exceptional customer service in a caring and considerate manner. In short, we are looking for a commitment to make every customer interaction enjoyable!


Purpose of Role
To deliver customer services within the BPO industry, inspiring confidence in their ability and confidentiality of customer information being dealt with.

First point of contact customers; taking inbound and/or outbound calls for, among other things, responding to customer enquiries, handling product requests, customer contact fulfilment, handling customer complaints and claims, and processing documentation, where relevant.

Experience Essential
6 months Customer Service

Skills Essential
Computer Literacy,

Excellent English proficiency in speech and writing, 

Multi-Tasking ability, 

Working knowledge of Microsoft Excel, Word and Outlook, 

Typing Speed 25wpm, 

Experience Preferential
12 months contact centre.

Education:

Matric Certificate/NQF L4

We are looking for an experienced Head of Operations to lead our contact center, ensuring efficiency and exceptional service delivery. This key role requires a dynamic professional committed to operational excellence and customer satisfaction.


**Key Responsibilities:**
- Lead and cultivate high-performing teams with a focus on robust succession planning.
- Enhance operational efficiency by optimizing processes, policies, and systems.
- Drive sustainable and profitable growth by managing financial performance.
- Serve as the primary client liaison to ensure service excellence aligns with business objectives.
- Analyze performance metrics, identify trends, and implement enhancements.

**Requirements:**
- Minimum of 6 years in Operations Management, including 2 years in a senior role within a contact center setting.
- Strong leadership and communication skills essential for team management and fostering engagement.
- Proficiency in contact center technologies, workforce management, and industry best practices.
- Demonstrated success in enhancing operational efficiency and service delivery.

**What We Offer:**
- Competitive salary and comprehensive benefits package.
- Opportunities for career advancement in a dynamic, customer-centric environment.
- Lead impactful projects that shape our business's future.

Are you ready to take charge and lead a dynamic team? As the Call Centre Manager: Operations, you'll be responsible for driving performance and development in our call centre, ensuring we exceed our contractual obligations and deliver exceptional service.

What would make you a good fit for this role?

Must be willing and able to work in a shifted environment.

Key Responsibilities

People Management

• Lead by Example: Inspire your team by living our values and fostering a collaborative environment.
• Develop Talent: Coach and mentor staff, ensuring they reach their full potential.
• Recruitment & Retention: Manage staffing needs, recruit top talent, and retain high performers.
• Performance Reviews: Conduct regular reviews and implement development plans to keep the team on track.

Operations Management

• Cost Management: Optimize resources to manage operational costs effectively.
• Metrics & SLAs: Ensure metrics are in place to meet client SLAs and drive continuous improvement.
• Policy & Procedure: Document and review operational policies to maintain high standards.
• Project Management: Lead projects to ensure timely and cost-effective delivery.

Client Engagement

• Build Relationships: Maintain positive client relationships and address operational issues professionally.
• Client Management: Ensure all client engagements reflect our values and commitment to excellence.

Minimum Requirements

• Experience: 4+ years in operations management, 2+ years in managerial roles in Call Centre/BPO
• Management-related qualification preferred.

What We Offer

• Opportunities for professional growth and development
• A supportive and collaborative work environment