Job Description

What being part of the Sigma Family means for you:Team ManagerAs 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. You will report directly to the Service Delivery manager.Location: Diep River, Cape TownSigma Familyxf0x9fx92x9a 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.What being a part of the Sigma Family means for you!xf0x9fx93x88 Career development and opportunities to apply for internal promotions following your probationary period.xf0x9fx8fx86 Monthly, Quarterly and Annual awards with marvelous prizes.xf0x9fx92x86xe2x80x8dxe2x99x80xefxb8x8f 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.xf0x9fx8cxb3 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.xf0x9fx93x81 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.xf0x9fx9ax97 Transportation Benefits Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees.xf0x9fx92xbb Join communities and collaborate with your colleagues on our internal Social Media platform.xf0x9fx92x99 The opportunity to be a part of an equal, diverse, and inclusive workplace all amazing people are welcome in the Sigma Family. A bit more about the Opportunity...:What Your Day-to-Day Will Look Likexf0x9fx93x9e You will coach and develop the team into a high-performance culture, and focus on staffing needs, productivity, and quality. You will 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.You will oversee various functions such as follow-up on attendance, coaching, and closing off any gaps relating to their KPI's. You will agree and set goals with team members for performance, quality and development with team members. You will focus on the 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 and consistently meet and exceed internal management and client service level agreements (SLAs). You will maintain high standards of professionalism and compliance, and you will address people-related challenges, such as attendance issues and disciplinary matters, swiftly and fairly, promoting a positive work environment. What amazing People will bring to the role:What Amazing people will bring to the rolexf0x9fx92xa1 You have Financial Services, Utilities, Telecommunications and Debt review experience in a UK call centre environment. You have great knowledge of managing agent performance in line with Sigma policies and procedures to meet performance targets. You can manage utilization of staff in line. You can 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 can coach, develop, and motivate direct reports. You manage the scheduling and performance of employees. You are competent in the use of Microsoft Office products. You are a Team Leader with 1-2 years experience.Requirements:

• You have a Matric (Grade 12) or equivalent qualification
• You have 1-2 years current Team Leader experience
• You have Financial Services, Utilities, Telecommunications and Debt review experience in a UK BPO call center environment (Essential)
• 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 a confident leader and thrive in pressured environments

Simple and Straight Forward Recruitment.xf0x9fx93xa9 We dont see the value in making candidates jump through hoops. Once we receive your application via ICIMS, if you meet all relevant criteria as stipulated on the advert, well proceed with further shortlisting & start your application process.If you like the sound of being part of the Sigma Family, then dont wait and get applying!

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