Location: Bellville, Western Cape, ZA

Company: Capitec Bank Ltd

Purpose Statement
  • To partner with the Business Support management team to attain accurate staffing projections and management of the call center workforce operations, including systems and users.
  • To identify potential bottlenecks and conduct detailed/objective analysis.
  • To ensure that the Business Support Centre has the necessary data and information for on-going daily operations and planning.
Experience

Min:

  • Liaising with internal stakeholders
  • Exposure to analysis and presenting findings in reports, forecasts, trends, and recommendations to the team and senior management

Ideal:

  • Hands-on Contact Centre experience with any form of Workforce Management software.
  • Technical understanding of Capitec Bank’s integrated systems, structure and infrastructure
  • Client relationship principles and environment
Qualifications (Minimum)
  • Grade 12 National Certificate / Vocational
Qualifications (Ideal or Preferred)
  • A relevant degree in Information Technology – Computer Science or Commerce
Knowledge

Min:

  • 3 years’ experience working in a Contact Centre
  • 1 year scheduling and staff planning experience
  • Ability to analyse Contact Centre Statistics

Ideal:

  • Knowledge of Capitec Bank policies procedures and products
  • Knowledge of Capitec Bank Contact Centre Operations
  • Knowledge of process mapping and process improvements
  • Understanding of  Business Support Management Practices
Skills
  • Communications Skills
  • Computer Literacy (MS Word, MS Excel, MS Outlook)
  • Numerical Reasoning skills
  • Commercial Thinking Skills
  • Negotiation skills
  • Reporting Skills
  • Analytical Skills
  • Problem-solving skills
  • Interpersonal & Relationship management Skills
  • Attention to Detail
  • Planning, organizing and coordination skills
  • Influencing Skills
  • Leadership Skills
Competencies
  • Delivering Results and Meeting Customer Expectations
  • Persuading and Influencing
  • Relating and Networking
  • Applying Expertise and Technology
  • Analyzing
  • Creating and Innovating
  • Adapting and Responding to Change
  • Coping with Pressures and Setbacks
Additional Information
  • Clear criminal and credit record
  • Contactable via own mobile phone
  • Willingness to travel nationally if and when required
  • A valid driver’s license and own vehicle is required
  • Willingness to work or be available over time and/or weekends if required

 

Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals