Virtual Team Leader at Mukuru

The Role

• 2 awesome opportunities have become available for Virtual Team Leaders to join Mukuru’s World Class Contact Centre based in Cape Town. The purpose of this role is to maximise the productivity and performance of the assigned Virtual Sales and Support team, ensuring the efficient running of the team and delivery of world class customer service. The Virtual Team Leader reports directly to the Contact Centre Supervisor. This position is responsible for supervising the day to day functioning of the Virtual Sales and Support team. The Virtual Sales and Support Consultants 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 Contact Centre Teams, 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 improve and maintain customer service excellence by reducing complaints
• Resolve escalated client complaints efficiently and timeously
• Resolve escalated client queries
• Communicate openly and effectively with team
• Provide support/advice to the Virtual Sales and Support Consultants
• To ensure the Virtual support and contact centre equipment is working effectively
• Check phones, internet connections and equipment to ensure it is in working order and at the required speed
• Hold staff briefing sessions if anything is not working correctly
• Ensure contact centre lines are working (MTN, Vodacom and Cell C) through conducting regular test calls throughout the day
• 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.)
• Analyse the reports in order to make recommendation for improvements
• To monitor contact centre systems
• To uphold the company brand
• Provide professional customer service at all times
• Maintain knowledge of all company products
• To perform general people management functions
• Perform onboarding for new staff members and monitor their performance during their probation period
• Coach and mentor direct reports
• Monitor team performance and provide guidance
• Action required HR processes for team
• To conduct performance management functions to ensure effective running of the contact centre
• Monitor individual team members performance and targets
• Listen in on calls to assess the quality of the service
• Ensure all staff attend required training courses for new products

Key Requirements:

• Grade 12 or equivalent
• Degree/Diploma (Desirable)
• Mukuru call center training course
• Excellent English communication skills (Essential)
• 2 – 4 years’ experience in Team Leader, Supervisory role (Essential)
• 1-2 years’ Contact Centre experience (Essential)
• Experience in working and managing people remotely (Desirable)
• Must have stable fibre internet connection with 10Mbps minimum speed
• Suitable home office environment with the flexibility to be in office environment as may be needed and as per operational requirements
• Knowledge of money transfer procedures
• Knowledge of FICA regulations
• Knowledge of African currencies
• Knowledge of customer service principles
• Knowledge of remote work principals

Additional Skills:

• Multitasking skills
• Computer skills
• Typing skills
• Telephone skills
• Communication skills
• People Management skills
• Time management skills
• Organisational & administrative skills
• Conflict management skills
• Attention to detail
• Interpersonal skills

If you do not receive any response after two weeks, please consider your application unsuccessful.