Cross-Functional Team Leader

We are seeking a skilled Cross-Functional Team Leader to join our team. Reporting directly to the Head of Contact Centre and PayOps, you will oversee the daily operations of the Cross-Functional team, which includes supervising Consultants across various corridors. Your role involves resolving escalated queries, monitoring team performance, and providing coaching to ensure high standards of service. You will liaise internally with departments such as PayOps, Verification, Agents, and Compliance, as well as interact with external customers. Your primary goal will be to maximize team productivity and performance, ensuring the efficient delivery of World Class service and maintaining smooth operations across all functions.

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

To improve and maintain customer service excellence by reducing complaints within the cross-functional team

• Resolve escalated cross-functional customer complaints efficiently and timeously
• Resolve escalated client queries
• Communicate openly and effectively with team
• Provide support/advice to the Cross-functional Consultants
• Discuss service excellence in morning staff meetings
• Facilitate the coordination and communication between different teams
• Attend Team Leader meetings every morning
• Effectively use internal Skype conversations for information sharing

To ensure the contact centre equipment is working effectively

• Check phones and equipment to ensure it is in working order
• Hold staff briefing sessions if anything is not working correctly
• Ensure call centre lines are working (MTN, Vodacom, and Cell C) by calling the lines at least 3 times per day
• Escalate any issues immediately to the IT team

To compile and submit weekly and monthly reports for the cross-functional team

• Ensure all information is included on weekly and monthly reports (including Team Dynamics, Themes, KPI’s, etc.)
• Draw information from relevant systems
• Capture relevant information onto spreadsheets
• Compile the reports within specified time frames
• Analyse the reports in order to make recommendations for improvements

To monitor call centre systems used by the cross-functional team

• Monitor the scope desk and download call reports hourly
• Monitor the back-office email and action within required timeframes
• Monitor the tablets and action WhatsApp messages received

To uphold the company brand

• Provide professional customer service at all times
• Give information based on the training received
• Maintain customer confidentiality
• Maintain knowledge of all company products

To perform general people management functions

• Accurately record cross-functional staff hours
• Check and sign off timesheets
• Collect incident reports
• Perform onboarding for new cross-functional staff members and monitor their performance during their probation period

To conduct performance management functions to ensure effective running of the cross-functional team

• Monitor individual team members' performance and targets
• Prepare for and hold weekly KPI meetings with each team member
• Coach and mentor staff when required
• Listen in on calls to assess the quality of the service
• Encourage effective use of Big-Ticket issues
• Ensure all staff attend required training courses for new products

Key Requirements

• Grade 12 or equivalent (Essential)
• Degree/diploma (Desirable)
• Mukuru call center training course
• Understanding and speaking of relevant corridor language (Essential)
• 2 years Customer Service Consultant experience (Essential)
• Verifications / PayOps / Compliance experience (Desirable)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations
• Knowledge of corridor currencies
• Knowledge of customer service principles

Additional Skills

• Computer skills
• Typing skills
• Telephone skills
• Verbal and written communication skills
• Organisational & administrative skills
• Attention to detail

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.
If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS