Coordinator Operational Systems Support at Capitec Bank

Job description:

Purpose Statement

• To maximise Agent Performance and the effectiveness of campaigns in the Collections and Recoveries Divisions (Business Support Centre for Retail and Business Bank) through:
• Providing operational and tactical systems support for all campaign management activities.
• Implement and maintain dialler strategies and real-time monitoring of all outbound dialling campaigns.
• Monitoring Agent performance and productivity.
• Providing insights on campaign activities to inform managerial decision making

Experience

MINIMUM

• At least 3 years’ experience in dialler campaign management

Ideal

• 3+ years dialler campaign management experience
• Experience with utilising Microsoft Excel and Access or other data base systems (SQL, Oracle, etc.)
• Contact centre environment
• Analytical responsibilities or experience with predictive diallers
• Leadership capabilities

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational

Qualifications (Ideal or Preferred)

• A relevant tertiary qualification in Information Management or Commerce

Knowledge

MINIMUM

• Dialler software, including technical knowledge of business support systems
• Predictive dialling systems and associated telephony systems

Ideal

• Client Engagement and Support policies and procedures
• Regulations relating to predictive diallers
• Contact centre software tools i.e. Avaya, CMS
• Technical knowledge of telecom hardware (PBX, ISDN)
• AWS

Profile description:

Skills

• Communications Skills
• Planning, organising and coordination skills
• Problem solving skills
• Analytical Skills
• Computer Literacy (MS Word, MS Excel, MS Outlook)

Competencies

• Deciding and Initiating Action
• Adapting and Responding to Change
• Analysing
• Presenting and Communicating Information
• Planning and Organising
• Working with People
• Delivering Results and Meeting Customer Expectations

Conditions of Employment

• Clear criminal and credit record