Team Leader: Merchant Services Operations

In brief

**Overview** This role is for a Team Leader in Merchant Services Operations at Capitec Bank. The position involves leading, coaching, and developing a cross-skilled client service team within a contact centre environment. The primary focus is on coordinating outbound calling activities related to new initiatives, client retention, sales, and compliance, while ensuring service excellence and meeting productivity and performance targets for both Capitec Bank and non-Capitec Bank clients. **What you will do** * Lead, coach, and develop a cross-skilled client service team within a contact centre environment. * Coordinate outbound calling activities focused on new initiatives, client retention, sales, and compliance. * Ensure service excellence and achieve campaign objectives. * Consistently meet productivity and performance targets for Capitec Bank and non-Capitec Bank clients. * Delegate tasks, perform quality assurance, and validate work. **Requirements (from the original advert)** * **Experience:** * 2–3 years' experience in a leadership or people management role within an outbound, campaigns and sales contact centre, and risk mitigation environment. * Experience in a role which required delegation, quality assurance and validating work. * Experience coordinating outbound calling processes. * **Qualifications:** * Grade 12 National Certificate / Vocational. * A relevant tertiary qualification in Banking. * **Knowledge:** * Sound knowledge of the risk mitigation environment, including relevant legislation and regulations. * Understanding of the impact of credit bureau scores. * Principles of customer service. * Acquiring knowledge merchant processes, etc. and the merchant environment. * Customer Relationship Management (CRM). * Stakeholder relationship engagement and management. * Responsibility for delivery in a fast-moving environment. * People management practices and principles. * Business acumen. * Leadership best practice, including performance management, coaching and development of a team. * Client contact centre environment, including service levels, quality assurance and campaign management. * Knowledge of contact centre / case management systems. * Knowledge of campaign principles. * HR principles and processes. * **Skills:** * Communications Skills. * Computer Literacy (MS Word, MS Excel, MS Outlook). * Interpersonal & Relationship management Skills. * Planning, organising and coordination skills. * Attention to Detail. **Who should apply** This position is suited for a seasoned leader with a minimum of 2-3 years' experience in managing teams within an outbound, campaign-driven, and sales-focused contact centre, particularly in a risk mitigation environment. Candidates should possess strong capabilities in delegation, quality assurance, and coordinating outbound calling processes. A solid understanding of risk mitigation, customer service principles, acquiring processes, and people management best practices is essential. The ideal candidate will also demonstrate proficiency in communication, computer literacy, interpersonal relations, planning, and meticulous attention to detail, enabling them to drive team performance and client service excellence. **Deadline** Not specified **Reference** Original posting: https://www.myjobmag.co.za/job/team-leader-merchant-services-operations-capitec-bank Source: myjobmag

Summary drafted with AI assistance from the original advert. The advert itself is the authority — how we use AI.

At a glance

• At least 2 years of experience.

• Microsoft Excel
• Customer service

Extracted automatically from the advert; confirm requirements on the original listing.

Job description

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