Specialist: Operational Support

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:
o    dialler or call centre environment
o    workforce planning
o    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

Qualifications (Minimum)

Qualifications (Ideal or Preferred)

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

Conditions of Employment