Specialist: Operational Support JHB & CPT at Capitec Bank

Purpose Statement

• To play a key role in enabling the performance of teams in a designated department or function, providing tactical and operational support to minimize downtime and maximize and optimise departmental performance.

Experience
Min:

3-4 yrs experience in an operational / planning environment with experience in one or more of:

• 1 year dialler administration experience 
• contact centre operations experience e.g collections/client care 
• Exposure to providing functional leadership for delivery.
• Experience in identifying trends and operational gaps and communicating change requirements.
• Experience in managing stakeholders at various levels
• Experience in analysing data and Excel

Ideal: 

• Master data management / administration
• Technical Support Experience

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational

Qualifications (Ideal or Preferred)

• A relevant tertiary qualification in Information Technology or Business Management

Knowledge
Min: 

• The business environment in the context of service provision.
• Client engagement and support practices and principles.
• Basic data analytics and business process 
• Stakeholder engagement and management
• Knowledge of regulatory requirements, compliance standards in an operational environment

Ideal: 

• Contact centre knowledge 
• Understanding of Capitec Bank's internal environment and processes
• Debt collection processes | Credit Risk Management | Retail Credit Industry
• National Credit Act (NCA)
• Regulations relating to predictive diallers
• Contact centre software tools
• Technical knowledge of telecom hardware
• Cloud service knowledge on platforms such as AWS connect and Salesforce

Skills

• Analytical Skills
• Attention to Detail
• Communications Skills
• Computer Literacy (MS Word, MS Excel, MS Outlook)
• Decision making skills
• Interpersonal & Relationship management Skills
• Numerical Reasoning skills
• Planning, organising and coordination skills
• Problem solving skills
• Reporting Skills
• Conditions of Employment
• Clear criminal and credit record