About the role

• To play a critical role in enabling the performance of teams across Business Support, providing tactical and operational systems support through monitoring and reporting to ensure systems remain stable and reporting is accurate and to minimize downtime and maximize and optimize departmental performance.

Experience

Min:

• 3-4 years’ working experience in an operational environment
• 1-2 years’ dialler reporting and or workforce planning
• Experience with utilising Microsoft Excel

Ideally:

• Operational experience and understanding and analytical responsibilities or experience with predictive diallers

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational

Qualifications (Ideal or Preferred)

• A relevant tertiary qualification in Information Technology or Business Management

Knowledge

Min: 

• Dialler software, including technical knowledge of business support systems
• The business environment in the context of service providers.
• Client Engagement and Support policies and procedures

Ideally: 

• Understanding of Capitec Bank’s internal environment and processes
• 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
• Relevant Capitec policies  

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