Coordinator: Operational Systems Support at Capitec Bank

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

Skills

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

Conditions of Employment

• Clear criminal and credit record