Merchants Recruitment Listings

Are you ready to take the next step in your career?

The purpose of this role is to ensure the day-to-day management of a team of Agents, in a manner that is in line with excellent service delivery to meet the client’s contractual obligations.

What would make you a good fit for this role?

• Must be willing and able to work in a shifted environment.

Requirements

• 1 year Call Centre experience
• 6 – 12 months Team Leader/Supervisory experience

Skills

• Customer service orientation
• Oral and written communication
• Planning and organizing
• Problem solving
• Teamwork
• Coaching
• Technical expertise – Call Centre technology
• Attention to Detail

What will you be doing?

1. People Management

Coaches the team in order to ensure quality of delivery meets the appropriate standard

• Measures and manages the team to ensure out-of-line situations are immediately addressed
• Communicates information in a timely, accurate and understood manner to all team members
• Ensure that all Human Resources policies and procedures are observed

2. Communication and Feedback

Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers

• Ensure regular feedback is given to Agents with regards to action plans that have been set
• Ensure all relevant business communications are communicated to the team as and when required

3. Reporting and Administration

• Sign off Agents timesheets on a weekly basis
• Track and accurately update operational performance files for Agents on a weekly basis
• Compiling and sending reports as required by the business for relevant updates

Are you passionate about developing talent and delivering customer service excellence? We’re seeking a Trainer & Quality Coach to support high-performance teams.

Your Mission

You'll be responsible for training new hires, coaching agents, and evaluating customer interactions to ensure consistent quality and outstanding service delivery.

What You’ll Do

• Deliver engaging induction, product, and systems training
• Evaluate live/recorded calls to identify improvement areas
• Provide impactful 1:1 coaching sessions
• Support OJT and floor-walking for new hires
• Maintain accurate training and coaching records
• Participate in calibration sessions and feedback loops

Minimum Requirements

• Matric (or NQF equivalent)
• At least 1 year of experience in a contact centre
• Strong planning, attention to detail, and customer orientation
• Flexible to work Canadian business hours

Are you ready to take the next step in your career?

The purpose of this role is to lead and manage the Team Leaders within the business unit, ensuring the operational performance metrics are met.

What would make you a good fit for this role?

Must be willing and able to work in a shifted environment.

Requirements:

• Knowledge of and experience in contact centre performance metrics and reporting
• 2 years as a Team Leader
• Able to lead both customer service and sales teams

What you'll be doing

People Management

• Coaches and supports Team Leaders
• Day to day management of Team Leader performance
• Documents Team Leaders Personal Development Plans
• Regularly communicates to Team Leaders and Agents
• Develops performance promises for all Team Leaders and conducts midyear and annual reviews.
• Ensures that all Human Resources policies and procedures are observed.

Customer Relations

• Manages customer escalations and complaints.
• Ensures operational delivery is in line with contractual obligations.
• Provides input and participates in calibration sessions.

Reporting & Administration

• Provides relevant internal and external reports as per the business unit requirements.
• Analyses business data identifying and highlighting trends to the management team.
• Monitors absenteeism and adherence.
• Compiles ad hoc reports as and when required.
• Analyses operational data and takes relevant action.
• Reviews current reporting tools and suggests improvements to meet the Management Information requirements of the organisation.
• Arranges log ons for new employees.
• Ensures Agent time sheets are accurately completed and timeously submitted.

Work With The Best

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

If you were born to deliver exceptional service, apply to join our professional team and be ready to kick start your career. We’re always looking for expectational talent and are known around the world for our outstanding customer experience using the latest technology, best practice models and processes, and innovative ground-breaking training techniques.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.

Are you ready to take the next step in your career?

The purpose of this role is to ensure the day to day management of a team of Agents, in a manner that is in line with excellent service delivery to meet the client’s contractual obligations.

1. People Management

• Coaches the team in order to ensure quality of delivery meets the appropriate standard
• Measures and manages the team to ensure out-of-line situations are immediately addressed
• Communicates information in a timely, accurate and understood manner to all team members
• Ensure that all Human Resources policies and procedures are observed

2. Communication and Feedback

• Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers
• Ensure regular feedback is given to Agents with regards to action plans that have been set
• Ensure all relevant business communications are communicated to the team as and when required

3. Reporting and Administration

• Sign off Agents timesheets on a weekly basis
• Track and accurately update operational performance files for Agents on a weekly basis
• Compiling and sending reports as required by the business for relevant updates

Requirements

• 1 year Call Centre experience
• 6 – 12 months Team Leader/Supervisory experience

Work With The Best

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

If you were born to deliver exceptional service, apply to join our professional team and be ready to kick start your career. We’re always looking for expectational talent and are known around the world for our outstanding customer experience using the latest technology, best practice models and processes, and innovative ground-breaking training techniques.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.

Are you ready to take the next step in your career?

The purpose of this role is to ensure the day to day management of a team of Agents, in a manner that is in line with excellent service delivery to meet the client’s contractual obligations.

1. People Management

• Coaches the team in order to ensure quality of delivery meets the appropriate standard
• Measures and manages the team to ensure out-of-line situations are immediately addressed
• Communicates information in a timely, accurate and understood manner to all team members
• Ensure that all Human Resources policies and procedures are observed

2. Communication and Feedback

• Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers
• Ensure regular feedback is given to Agents with regards to action plans that have been set
• Ensure all relevant business communications are communicated to the team as and when required

3. Reporting and Administration

• Sign off Agents timesheets on a weekly basis
• Track and accurately update operational performance files for Agents on a weekly basis
• Compiling and sending reports as required by the business for relevant updates

Requirements

• 1 year Call Centre experience
• 6 – 12 months Team Leader/Supervisory experience

Travaillez avec les meilleurs

Chez Merchants, notre vision est de créer des avenirs significatifs et durables pour nos collaborateurs, en favorisant une culture d’apprentissage continu grâce aux nombreux programmes de compétences et de développement que nous proposons, conçus pour développer les talents et permettre à chacun de réaliser son potentiel.

Si vous êtes né pour offrir un service exceptionnel, postulez pour rejoindre notre équipe de professionnels et préparez-vous à lancer votre carrière. Nous sommes toujours à la recherche de talents d’exception et sommes reconnus dans le monde entier pour notre expérience client remarquable, utilisant les technologies les plus récentes, les meilleurs modèles et processus, ainsi que des techniques de formation innovantes et révolutionnaires.

Nous plaçons nos collaborateurs au centre de tout ce que nous faisons et croyons que la manière dont vous traitez vos clients et vos équipes est ce qui nous distingue.

Êtes-vous prêt à franchir la prochaine étape de votre carrière

L’objectif de ce poste est d’assurer la gestion quotidienne d’une équipe d’agents, conformément à un service d’excellence permettant de répondre aux obligations contractuelles du client.

1. Gestion du personnel

• Encadrer et accompagner l’équipe afin de garantir une qualité de service conforme aux standards requis
• Mesurer et gérer la performance de l’équipe pour traiter immédiatement toute situation hors norme
• Communiquer les informations de manière précise, rapide et compréhensible à tous les membres de l’équipe
• Veiller au respect de l’ensemble des politiques et procédures des Ressources Humaines

2. Communication et feedback

• Animer les réunions d’équipe selon le planning établi par l’équipe de gestion des effectifs et en cohérence avec les priorités hebdomadaires définies par les responsables des opérations
• Fournir un retour régulier aux agents concernant les plans d’action mis en place
• S’assurer que toutes les communications importantes de l’entreprise soient transmises à l’équipe en temps voulu

3. Reporting et administration

• Valider les feuilles de temps des agents chaque semaine
• Suivre et mettre à jour avec précision les fichiers de performance opérationnelle des agents chaque semaine
• Préparer et envoyer les rapports requis par l’entreprise pour les mises à jour pertinentes

Exigences

• 1 an d’expérience en centre d’appels
• 6 à 12 mois d’expérience en tant que chef d’équipe / superviseur
• Maîtrise du français et de l’anglais

French speaking team leader position: 

Travaillez avec les meilleurs

Chez Merchants, notre vision est de créer des avenirs significatifs et durables pour nos collaborateurs, en favorisant une culture d’apprentissage continu grâce aux nombreux programmes de compétences et de développement que nous proposons, conçus pour développer les talents et permettre à chacun de réaliser son potentiel.

Si vous êtes né pour offrir un service exceptionnel, postulez pour rejoindre notre équipe de professionnels et préparez-vous à lancer votre carrière. Nous sommes toujours à la recherche de talents d’exception et sommes reconnus dans le monde entier pour notre expérience client remarquable, utilisant les technologies les plus récentes, les meilleurs modèles et processus, ainsi que des techniques de formation innovantes et révolutionnaires.

Nous plaçons nos collaborateurs au centre de tout ce que nous faisons et croyons que la manière dont vous traitez vos clients et vos équipes est ce qui nous distingue.

Are you ready to take the next step in your career?

The purpose of this role is to ensure the day to day management of a team of Agents, in a manner that is in line with excellent service delivery to meet the client’s contractual obligations.

1. People Management

• Coaches the team in order to ensure quality of delivery meets the appropriate standard
• Measures and manages the team to ensure out-of-line situations are immediately addressed
• Communicates information in a timely, accurate and understood manner to all team members
• Ensure that all Human Resources policies and procedures are observed

2. Communication and Feedback

• Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers
• Ensure regular feedback is given to Agents with regards to action plans that have been set
• Ensure all relevant business communications are communicated to the team as and when required

3. Reporting and Administration

• Sign off Agents timesheets on a weekly basis
• Track and accurately update operational performance files for Agents on a weekly basis
• Compiling and sending reports as required by the business for relevant updates

Requirements

• 1 year Call Centre experience
• 6-12 months Team Leader/Supervisory experience
• Fluency in both French and English

Looking to grow your career in a dynamic environment? We’re seeking an experienced leader to manage and support Team Leaders across our business unit.

Role Purpose
Lead Team Leaders to ensure operational performance metrics are consistently met.

Key Requirements
• Minimum 2 years as a Team Leader
• Experience in contact centre metrics and reporting
• Financial Service or Banking experience
• Willing to work in a shifted environment

Responsibilities

🔹 People Management
• Coach, mentor, and manage Team Leaders
• Oversee daily performance and development plans
• Conduct performance reviews and maintain HR compliance

🔹 Customer Relations
• Resolve escalations and ensure service meets contractual expectations
• Participate in calibration sessions

🔹 Reporting & Administration
• Analyse and report business data
• Improve reporting tools
• Monitor adherence and absenteeism
• Ensure smooth onboarding and time sheet accuracy

Work With The Best

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

If you were born to deliver exceptional service, apply to join our professional team and be ready to kick start your career. We’re always looking for expectational talent and are known around the world for our outstanding customer experience using the latest technology, best practice models and processes, and innovative ground-breaking training techniques.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.

Are you ready to take the next step in your career?

The purpose of this position is to manage and develop a central data source for Business Intelligence across Merchants.

1. 1. System development and management

• Plans and develops a single automated platform for all Business Intelligence across Merchants.
• Analyzes business requirements and ensures the database platform is stable, functional and available
• Equips all operations to utilize the system and interpret the information it provide
• Documents all system processes, policies and procedures related to databases and statistical information ensuring standardisation across Merchants

1. 2. Reporting

• Develops and automates reports that indicate the Merchants organisations performance
• Creates reports which facilitate decision-making for Merchants
• Facilitates the process of information analysis and report development for the Business units
• Identifies best practices in report design and automation
• Researches business intelligence tools that are appropriate for Merchants
• Provides business intelligence support to enable Business Improvement

1. 3. People Management

• Leadership
• Leads by example in living the values of the organisation
• Ensures the department is fully equipped to handle the work load and distribute work flow
• Coaches to ensure a full understanding of consequences of errors
• Creates an environment that fosters team work and co-operation amongst team members
• Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives
• Communicates effectively, building and maintaining relationships
• Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation
• Attraction & Selection
• Ensures appropriate staffing and action accordingly
• Identifies need for creation of position and forward recommendation to direct manager and HR
• Selects and places candidates in terms of agreed recruitment and selection process
• Retention
• Develops and empowers people, recognizing and rewarding value-added performance
• Training and Development
• Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

• Monitors implementation of training needs as per individual development plans
• Career Pathing and Succession Planning
• Identifies, manages and develops talent
• Performance Management
• Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs
• Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action

Requirements

• B.Comm Information Systems or BSc Computer Science
• 5-8 years Business Intelligence design experience including 2 yrs Data warehousing automation experience and 3 yrs SQL experience

Work With The Best

At Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

If you were born to deliver exceptional service, apply to join our professional team and be ready to kick start your career. We’re always looking for expectational talent and are known around the world for our outstanding customer experience using the latest technology, best practice models and processes, and innovative ground-breaking training techniques.

We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.

Are you ready to take the next step in your career?

The purpose of this position is to provide accurate reports for operations and control the quality of delivery to Business Units. This position also conducts analytics to advise on process information and functionality.

1.Database and Report Management
•Identifies relevant sources of data from which to draw information
•Agrees specification format with stakeholders
•Gathers and collates information into a report and ensures accuracy
•Ensures accuracy of exception capturing and real time reporting
•Setup and design reports accordingly to stakeholder requirements
•Document MI SOP for all supported Business Units
•Ensure MI Administrators are suitably skilled on designed reports, and handover management of MI SOP
•Clearly documents stakeholder requirements for new/amended report requirements
•Extracts data into correct format from SQL / Other data sources
•Provides recommendations to stakeholders on effective data capturing and storage to ensure timely delivery of reporting
•Conducts ongoing monitoring of data sources to ensure efficient delivery of data to stakeholders
•Manages and maintains the daily delivery and validation of operational reporting for various business units
•Designs operational report requirements in Power BI for the relevant Business Units
•Attends meetings and act as the interface between the Data Engineer and Data Analysts, effectively communication changes and issues that need to be addressed

2.Stakeholder Management
•Attends stakeholder meetings as required, provides feedback on progress and recording issues that need attention
•Provides feedback to BI Team on areas of concern that need focus
•Effectively communicates changes/updates to all stakeholders as applicable
•Provides direction to stakeholders on required reporting within the context of Enterprise Information Platform
•Effectively communicate and work with the Data Analysts and Data Engineers to design new data requirements that fall outside of the currently available dataset

3.Analysis
•Interprets data to identify trends and risks
•Explores and identifies reasons for trends
•Analyses and documents business processes, including recommendations for improvement against the identified weakness
•Provide trend analysis and recommendations to relevant stakeholders as applicable

4.Data Security
•Maintains data standards in accordance with business requirements, Dimension Data and Merchants policies and the data protection legislation
•Works in accordance with the security information requirements and procedures of the company
•Controls access to databases environments through permissions and privileges

Requirements
•2 years Information Management experience, preferably in a Call Centre
environment
•Understanding of databases and data frameworks
•Proficiency in excel advanced
•Proficiency in SQL Scripting and SQL Server
•Proficiency in SQL Server
•Proficiency in SSIS/SSMS
•MS Power Query Advanced
•Min of 2 years MS SQL experience
•Database Design