Job Description

What being part of the Sigma Family means for you:

Universal Control Lead - UK BPO

As the Universal Control Lead, you will lead and mentor the Universal Control team, driving real-time performance and service delivery. You will focus on strategic and tactical planning within the BPO Resource Planning function to optimize workforce planning and execution across multiple accounts. You will report directly to the Universal Control Manager.

Location:

Retreat Offices, Cape Town

Hours:

40 (per week)

Salary:

Competitive

Who are the Sigma Family?

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!

Career development and opportunities to apply for internal promotions following your probationary period


Monthly, Quarterly and Annual awards with marvellous 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 travelling 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.


A bit more about the Opportunity...:

What Your Day-to-Day Will Look Like:

You will focus on managing the Real Time Monitors & Universal Control Analysts across the Sigma estate to ensure effective delivery across the real-time function from sign-off to live day to post live day analysis. You will be the main point of contact and accountability for ensuring a balance of live week/day planning satisfaction, Sigma Operations engagement, planner engagement/maintenance, and margin assurance. You will also support the drive for a positive WFM culture on the relevant respective accounts.

You will focus on the performance level control process from Client request into each functional area of the Universal Control Team, through to on-the-day delivery by effectiveness measured by margin, schedule fit, operational conformance, operational adherence, and Client/Operations engagement scores. You will ensure that the main contractual KPIs are delivered within the accounts and ensure that the appropriate plans are in place and ensure that the team is aligned with those expectations.

You will stay up-to-date with new technologies and tools to continuously learn about new solutions that can enhance real-time analysis capabilities. You will also collaborate with IT to ensure system stability and performance: Working closely with IT to maintain the infrastructure supporting real-time operations. You will analyze historical data on a daily to identify trends and patterns: Looking beyond real-time to understand recurring issues and inform long-term strategies


What amazing People will bring to the role:

What Amazing People Will Bring to the Role:

You are a natural-born leader, who is vibrant, energetic, and full of charisma and determined to make this role your own. You are a person who is passionate about delivering exceptional service to your stakeholders. You are forward-thinking and driven always to be your best. You thrive in driving performance and cultivating great relationships with internal and external stakeholders. You are a confident leader who strives to achieve the best results possible. You embrace change and manage really well under pressure, you also deliver excellent customer service through various platforms. You have the willingness to learn and an ambition to shine!

Requirements:

You have Matric (Grade 12) or equivalent qualification You have a minimum 3 years' experience in Workforce Management department (Essential) You have 2 years' experience in managing a team (Desirable) You have Resource Planning understanding in encompassing the full planning cycle You have extensive knowledge of WFM processes, procedures and methodologies You have intermediate knowledge of call centre management and all related calculations You have intermediate knowledge of various forecasting/scheduling software You have excellent organizational skills You have the ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail You can articulate call centre data/forecasts to all levels of employees in an understandable fashion You can work independently with minimal supervision.

Simple and Straight Forward Recruitment.

We don't 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, we'll proceed with further shortlisting & start your application process.

If you like the sound of being part of the Sigma Family then don't wait and get applying!