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Capitec Bank is a South African commercial bank. As of February 2017 the bank was the third largest in South Africa with 120,000 customer opening new accounts per month. To simplify banking, we’ve developed an all-inclusive banking solution. Global One is the one solution that enables you to transact, save and access credit in realtime. We also believe...
Purpose Statement
To provide support to the Centralised Collections team
To take ownership and accountability for the effective, strategic and tactical management of all campaign management activity for Centralised Collections.
To implement and maintain dialler strategies and real time monitoring of all outbound dialling campaigns; monitor Agent performance and productivity to maximise campaign results and provide information and support to Team Leaders.
To constantly and keenly pursue initiatives, processes and solutions to enhance and optimize Centralised Collections contact centre environment, and by in playing a role in encouraging and building a culture and environment of continuous improvement, driven for operational efficiency.
Experience
Min:
3 years Contact centre environment
3 years Dialler campaign management experience (Avaya / Proactive Outreach Manager)
Experience in designing, planning and executing campaigns (In- and Outbound)
Ideal:
Experience with utilizing Microsoft Excel and Access or Other data base systems (SQL, Oracle etc)
Contact Centre experience
4-5 years dialler campaign management
Analytical responsbilities or experience with predictive dialler
Digital campaign experience
Ideal experience running digital In- and Outbound campaigns
Qualifications (Minimum)
Grade 12 National Certificate / Vocational
Qualifications (Ideal or Preferred)
Bachelor's Degree in Information Technology
Knowledge
Min:
Dialler software, including technical knowledge
Predictive dialling systems and associated telephony
Ideal:
Regulations relating to predictive diallers
Contact Centre software tools ie. avaya , CMS
Technical knowledge of telecom hardware (PBX, ISDN)
Skills
Communications Skills
Interpersonal & Relationship management Skills
Analytical Skills
Problem solving skills
Numerical Reasoning skills
Computer Literacy (MS Word, MS Excel, MS Outlook)
Competencies
Delivering Results and Meeting Customer Expectations
Working with People
Adhering to Principles and Values
Analysing
Coping with Pressures and Setbacks
Creating and Innovating
Achieving Personal Work Goals and Objectives
Persuading and Influencing
Conditions of Employment
Clear criminal and credit record
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