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:
dialler or call centre environment
workforce planning
collections
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:


Experience in workforce management and tools (e.g Verint)
Master data management / administration


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