Junior Agent Support Manager

Junior Agent Support Manager

As the Junior Agent Support Manager, you will play a critical role in providing administrative support to the sales team, helping them acquire and retain customers. Reporting directly to the Group Sales Agent Support Manager, you will work to enhance the efficiency of sales processes while ensuring that customer queries and complaints are handled effectively and within the required timeframes. Your role will also include identifying opportunities for improvement in sales processes, ensuring regulatory compliance, and maintaining high customer service standards.

Key Responsibilities:

1. Enhancing Efficiency & Reducing Costs:

   • Collaborate with the Head of Sales, Provincial Sales Supervisors, and Regional Sales Supervisors to evaluate and streamline sales processes.

   • Identify areas for improvement and implement systems and process enhancements to reduce costs, such as minimizing fraud, reducing training costs, and resolving system issues.

   • Secure resources as required by the Sales Team and Agent Support Team to support the sales process.

   • Take ownership of the processes and systems used by the sales team to ensure smooth operations.

   • Monitor service levels and the impact of system or process changes.

   • Ensure that all queries are resolved within the agreed Service Level Agreement (SLA).

   • Escalate any system issues to the relevant support or IT teams for investigation and resolution.

   • Implement both tech and non-tech improvements to increase service levels, reduce costs, and free up capacity for the sales team.

2. Strategic Support:

   • Contribute to the growth and achievement of revenue and future growth targets.

   • Support the development of systems that derive key sales metrics from the existing CRM system.

   • Keep track of sales targets and work towards aligning sales efforts with company goals.

3. Regulatory Compliance:

   • Ensure that all agents adhere to the Consumer Protection Act 68 of 2008.

   • Ensure that FICA regulations are strictly followed in terms of documentation and clear photographs.

4. Stakeholder Communication:

   • Act as the primary liaison with Product Development, Operations, IT, and other departments as needed.

   • Ensure consistency across all customer-facing points by working closely with other internal departments.

   • Identify and recommend training topics for internal departments to improve overall customer service levels.

   • Collaborate with the Training Department to create training material that will improve sales performance and customer satisfaction.

5. Reporting and Analysis:

   • Attend regular daily/weekly stand-up meetings with your manager to review progress and priorities.

   • Submit comprehensive monthly reports on team performance, costs, and customer service metrics.

   • Report accurately on the main issues affecting customers and how the sales team is performing against set targets.

   • Prepare and maintain quarterly commission reports in collaboration with the accounting team.

   • Present team performance and discuss both cost management and customer service at monthly team meetings.

6. Human Resource Functions:

   • Ensure adherence to company HR and IR policies and procedures across the team.

   • Manage disciplinary actions and performance management processes in a fair and consistent manner.

   • Oversee team scheduling, ensuring the capacity of the team aligns with customer service levels and operational needs.

   • Approve leave requests and manage overtime schedules to ensure adequate team capacity.

   • Oversee weekend and overtime scheduling to enhance team performance and reduce unnecessary costs.

Essential Qualifications and Requirements:

Knowledge & Skills:

• In-depth knowledge of Sales Support, money transfer procedures, and banking regulations.

• Understanding of FICA and CPA regulations.

• Knowledge of African currencies and how they impact the sales process.

• Strong grasp of customer service principles and conflict management.

• Strong communication, time management, and problem-solving skills.

• Forecasting and organizational skills to manage competing priorities and improve sales processes.

• Financial literacy, with the ability to manage costs and customer service metrics.

• Leadership abilities with strong decision-making skills to drive performance and customer satisfaction.

Experience:

• A minimum of 2 years’ experience in a leadership position (Essential).

• Proven track record in sales support and customer service within a fast-paced environment.

• Experience with conflict resolution, HR functions, and managing team performance.

Education:

• Grade 12 or equivalent (Essential).

• Related Tertiary Qualification (Desirable).

Core Competencies:

• Leadership: Ability to lead and manage a sales support team while ensuring high levels of motivation and performance.

• Communication: Excellent written and verbal communication skills to effectively interact with both internal teams and customers.

• Customer Service: Ability to handle customer complaints and queries efficiently, ensuring high levels of customer satisfaction.

• Time Management: Skill in managing multiple tasks and competing priorities, ensuring deadlines are met.

• Organizational Skills: Ability to plan and manage team schedules, leave, and overtime to meet operational needs.

• Problem Solving: Strong analytical and problem-solving skills to improve processes and resolve issues effectively.

• Adaptability: Ability to adapt to changing priorities and ensure the smooth running of sales operations.

Join the team and become an integral part of a customer-focused and dynamic environment where you will drive improvements, streamline processes, and ensure the highest levels of service to our customers and agents!

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