Contact Centre Manager at Mukuru

Contact Centre Manager 

An opportunity is available for a Contact Centre Manager to join our World Class Contact Centre based in Cape Town. The purpose of this role is to maximize the productivity and performance of the Contact Centre Team Leaders, ensuring the efficient running of the Contact Centre day to day operations. The Contact Centre Manager reports directly to the Head of Contact Centre and Payment Operations.

This position is responsible for managing the day to day functioning of the contact centre operations. The Team Leaders report to this position, supporting the staff with escalated customer complaints and queries. They monitor staff performance, conduct weekly staff information sessions, and coach staff when required. Internal Liaison takes place with the Digital Support Team, Payment Relations and Vas Teams. External liaison takes place with all external clients contacting the Contact Centre.

Duties and Responsibilities (include but is not limited to):

• To coach and mentor Contact Centre Team Leaders to continually improve contact centre day to day operations
• Identify areas for development and upskill Team Leaders as required
• Monitor and ensure that standards are being upheld in terms of KPIs
• Carry out Team Leader assessments and give constructive feedback
• To improve and maintain customer service excellence in all contact centre teams
• Resolve escalated complaints that are unresolved by Team Leaders
• Identify areas for improvement in terms of customer service and implement changes
• To carry out weekly calibration sessions with the Team Leaders
• To ensure the contact centre equipment is working effectively
• To compile and submit weekly and monthly reports
• Ensure all information is included on weekly and monthly reports (including Team Dynamics, Themes, KPI’s etc.)
• To monitor contact centre systems
• To uphold the company brand
• Give information based on the training received and maintain knowledge of all company products
• To perform general people management functions
• Coach and mentor staff when required
• To conduct performance management functions to ensure effective running of the contact centre
• Ensure all staff attend required training courses for new products

Minimum Requirements:

• Grade 12 or equivalent
• Degree/Diploma (Essential)
• Mukuru call center training course
• Ability to communicate in English Fluently
• 5 +years call centre experience (Essential)
• 3 +years call centre experience in a call centre management role (Essential)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations
• Knowledge of African currencies
• Knowledge of customer service principles

Additional Skills:

• Multitasking skills
• Computer skills
• Typing skills
• Telephone skills
• Verbal communication skills
• Time management skills
• Organisational & administrative skills
• Conflict management skills
• Attention to detail
• Interpersonal skills