Team Leader: Merchant Services Operations

About the role

Capitec Bank is looking for a Team Leader to lead, coach and develop a cross-skilled client service team in a contact centre environment. The role coordinates outbound calling focused on new initiatives, client retention, sales and compliance, ensuring service excellence, campaign objectives and productivity targets are met for both Capitec and non-Capitec clients.

Required profile

• Minimum 2-3 years in a leadership or people management role in an outbound, campaigns and sales contact centre and risk mitigation environment
• Experience delegating, doing quality assurance and validating work, and coordinating outbound calling
• Ideal: 5 years in an outbound call centre, sales and campaign management and risk mitigation environment
• Minimum Grade 12 National Certificate / Vocational; ideal tertiary qualification in Business Management
• Clear criminal and credit record

Required skills

• Sound knowledge of the risk mitigation environment, including relevant legislation and regulations
• Understanding of credit bureau scores and principles of customer service
• Knowledge of CRM, stakeholder engagement, business acumen and leadership best practice (performance management, coaching)
• Knowledge of contact centre systems, including dialers, and campaign principles
• Communication, computer literacy (MS Word, MS Excel, MS Outlook) and planning and organisation skills