What Your Day-to-Day Will Look Like
You will manage Customer Advisors responsible for their performance and development, with regular follow-ups 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. You will resolve people-related problems e.g. conflict of interest, absenteeism and disciplinary matters. You will consistently meet and exceed internal management and client service level agreements (SLAs), maintaining high standards of professionalism and compliance.
You will manage and maintain focused and highly motivated team members. You will focus on staffing needs, productivity and quality. You will manage Customer Advisors 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 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 resolution of customer/ agent problems and complaints. You can maintain up-to-date knowledge of developments in products and services. You are able to develop and motivate direct reports. You will manage the scheduling and performance of employees, as well as drive performance through excellent outputs.
You can demonstrate a high level of personal motivation and initiative, driving yourself and others to succeed, and you lead by example. 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 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 must be able to commute to the Paarl area (Essential)
- You have BPO experience within an international BPO environment (Essential)
- You have 1 year of Team Management BPO experience working in a Collections environment (Essential)
- You have previous leadership/Team Management experience within a BPO environment
- You can display a strong sense of resilience when faced with any challenge
- You have excellent communication skills (written and verbal)
- You are confident and thrive in pressured environments
- You have excellent attention to detail & great people management skills
Location: Berg River Boulevard Paarl, 7646 South Africa
What being part of the Sigma Family means for you:
We are currently looking for more amazing people to join the Sigma Family as a Team Manager. You will be responsible for leading a team of Customer Advisors, driving exceptional operational performance while ensuring full compliance with regulatory standards, with a particular focus on treating customers fairly.
At Sigma, we stand out and have now been acknowledged 2 years in a row by the Sunday Times as one of the Best Places to Work - voted by our people.
Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries.
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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