Operational Support Specialist

Purpose Statement

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 optimise departmental performance.

Our ideal candidate has:

• 3-4 yrs. working experience in an operational call centre environment
• 1-2 years of dialler experience with reporting and or workforce planning
• Experience with utilizing Microsoft Excel
• Grade 12 National Certificate / Vocational

What you will be doing:

Internal stakeholder support and enablement

• Provide multi-faceted support (systems, reporting, information, query resolution etc.) to portfolio/s as designated.

• Execute prescribed and detailed processes and actions, apply defined exclusions and use system and business know how to adapt/react and make recommendations, escalations or remediations for issues and challenges e.g., data issues, campaign not performing, Agents under-utilized.

• Collate data, verify accuracy and make recommendations to stakeholders to enable decision making.

• Action processes to minimize downtime and maximize Agent performance – deliver dialler efficiencies and value add insights to improve overall operational performance.

• Monitor and schedule workflow throughout the day, take account of Agent shifts, assist with any system issues and escalate issues to IT when necessary to enable optimisation.

• Be responsible as the first line for all aspects and types of support and communication and liaise across departments and vendors to collect data for multiple dialler and digital campaigns.

• Remain up to date and develop own skills and knowledge in respect of best practice within the stakeholder environments as well as respective software and systems.

Project delivery

• Support specific projects such as Debt sales, new systems, software and technologies implementation,acting as a lead role when appropriate and required.
• Be actively involved in the review and implementation of changes in respect of software to facilitate project completion and achievement of efficiencies and objectives

Reporting and reconciliations

• Responsible for extracting data, populating reports and coordination for all and varied reporting requirements for internal stakeholders to reflect how they are performing e.g. efficiency of the dialer, agents at work, agents on dialer, operational reports, forecast reports, performance of system, - either creating the reports or liaising with the Operational Systems Support analytics team to develop and satisfy stakeholder requirements .

• Inform managerial and stakeholder decision making by providing reporting, analysis and insights on campaign activities.

• Create and test ad hoc reports required by various stakeholders and distribute as required.

• Perform monthly reconciliations and checks of systems and external parties - align balances and accounts across the systems, check EDCs are collecting on the correct clients - to identify any misalignment and action rectification.

System testing and security

• Perform system checks before start of business to ensure systems are available and running which will allow the stakeholder departments to function and operate optimally from start of business.

• Perform real time checks on an ongoing basis throughout the day to ensure systems are running effectively, identify any problems and either resolve or escalate appropriately.

• Troubleshoot and diagnose any technical problems by analysing errors, error logs, system events and user information and propose system changes or enhancements.

• Execute security checks to preserve data and system integrity: updating of parameters, what various stakeholders have access to, retiring of unused accesses and inactive profiles.

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

• 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

• Relevant Capitec policies  

Skills

Conditions of Employment