What Your Day-to-Day Will Look Like:
You will oversee various functions such as follow-up on attendance, coaching and close-off any gaps relating to their KPI's. You will agree and set goals with team members covering performance, quality and development areas. Focus on career and skills development of team members. You will resolve people-related problems e.g. conflict of interest, absenteeism and disciplinary matters. You will also drive the achievement of targets. I consistently meet and exceed internal management and client service level agreements (SLAs), maintaining high standards of professionalism and compliance. You will address people-related challenges, such as attendance issues and disciplinary matters, swiftly and fairly, promoting a positive work environment.
You will manage and maintain focused and highly motivated team members. Coach and develop team into a high-performance culture. You will focus on staffing needs, productivity and quality. Manage Employees by ensuring continuous communication, feedback, motivation and Company Behaviours are being lived. You will guide and support your team in line with our Always Improving Performance Framework, to consistently achieve and exceed their KPIs, and support their ongoing development aspirations.
What amazing People will bring to the role:
You have excellent experience working on a Utilities/Collections campaign . You have great knowledge of managing agent performance in line with Sigma policies and procedures to meet performance targets. You are able to manage the utilization of staff in line. You are able to identify and remove performance barriers to meet performance targets. You will manage the resolution of customer/ agent problems and complaints, you maintain up-to-date knowledge of developments in, products and services You are able to coach, develop, and motivate direct reports. You manage the scheduling and performance of employees.
You are committed, enthusiastic, and resilient, and always maintain a positive and resourceful approach to your work. You demonstrate a high level of personal motivation and initiative, driving myself and others to succeed, and you lead by example. You ensure that your team follows suit in delivering their best, you are also highly skilled at organizing and prioritizing tasks, ensuring efficient use of time and resources. You are confident in interpreting and reporting on KPIs and targets, ensuring we stay aligned with business goals, you are also self-motivated and result-oriented, continuously striving to meet and exceed targets. You are able to remain calm and focused in pressurized environments, and you respond positively to various challenges.
Requirements:
- You have a Matric (Grade 12) or equivalent qualification
- You have BPO experience within an international BPO (Essential)
- You have 1 - 2 years Team Management/BPO experience working in a Utilities/Collections environment.
- You have previous leadership/Team Management experience within a BPO environment
- You can display a strong sense of resilience whilst under pressure
- You have a good command of the English language (written and verbal)
- You are confident and thrive in pressured environments
Location: Diep River, Cape Town
Who are the Sigma Family?
At Sigma, we are different and recognized in May 2023 by the Sunday Times as one of the best places to work. Our mission statement is to #ImproveEverythingAlways and at the heart of this is our People. This is why we are looking for amazing individuals to join and work on behalf of our clients to provide high-level customer service across several industries.
What being a part of the Sigma Family means for you!
Career development and opportunities to apply for internal promotions following your probationary period.
Monthly, Quarterly and Annual awards with marvelous prizes.
- ️ Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.
Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.
Medical Insurance – Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.
Transportation Benefits – Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees.
Join communities and collaborate with your colleagues on our internal Social Media platform.
The opportunity to be a part of an equal, diverse, and inclusive workplace – all amazing people are welcome in the Sigma Family.
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