Purpose Statement
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To improve client experience within the Business Support Centre by ensuring operational readiness for change, leveraging data insights to drive continuous improvement, and reinforcing effective governance across service environments.
Experience
Min:
- 3–4 years’ experience in a servicing or fast-paced operational environment
- Exposure to operations environment and/or operational reporting environments
- Experience using Microsoft Excel (at least intermediate level)
- Demonstrated ability to analyse operational data, identify trends, and support improvement initiatives
Ideal:
- Exposure to analytical responsibilities, including interpreting data and providing actionable insights
- Proven ability to contribute to or support continuous improvement and operational change initiatives
Qualifications (Ideal or Preferred)
- Bachelor's Degree in Business Management
Knowledge
Min:
The business environment in the context of service providers.
Client Engagement and Support policies and procedures
Operational support: dialler software, including technical knowledge of business support systems
Understanding of client experience principles and best practices.
Ideal:
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
Exposure to project coordination and tracking deliverables.
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
