REQUIREMENTS:
- At least seven years management experience in customer service/collections contact centre environments of 500 or more employees.
- Quantifiable experience in managing off-shore contact centre portfolios. (Specifically, UK experience is highly advantageous)
- Experience in outbound sales will be a distinct advantage.
- Excellent understanding of the customer contact centre industry and associated technological solutions.
- Track record of success in delivering productivity and revenue growth.
- Demonstrated ability in business development through networking.
- Business degree or relevant company-based training.
- Competent in the use of Microsoft Office products
- Soundtrack record in managing workplace relations
- Leadership skills
- Excellent planning and organisational skills
- Good writing and effective communication skills
- Working experience with MS Office Suite at Intermediate Level
- Demonstrated commercial acumen.
- High-level ability in people management including leading, motivating and developing direct reports and customer-facing employees.
- Demonstrated decision-making skills in a fast-moving, team-based environment.
- Managing client relationships.
- Experience in customer service/collections and/or credit management will be a distinct advantage.
- Knowledge of HR labour laws
- Manage contact centre performance in line with Sigma policies and procedures to meet performance targets.
- Manage utilisation of staff in line with the budgeted manning.
- Manage costs to operate within budget and initiate cost-saving measures.
- Identify and remove performance barriers to meet performance targets.
- Manage the resolution of customer/ client problems and complaints.
- Maintain up-to-date knowledge of developments in clients markets, products and services.
- Coach, develop and motivate direct reports.
- Manage the recruitment, training, scheduling and performance of employees.
- Ensure effective computer hardware, software and telecommunications systems are maintained.
Our business revolves around Business Process Outsourcing we help run businesses more effectively and efficiently by taking responsibility for various processes.
At Sigma, we believe in serving people and changing lives. Through a diverse and inclusive service offering and partner network, we believe that whatever your need, we have a solution for you. Our business is to be there for your business when it matters most.
Sigma is part of the Digicall Group which is a preferred service partner providing a range of services in diverse segments such as contact centre management, insurance claims administration, claims assessment and adjudication, supply chain management, and tailor-made bespoke solutions to meet customer demands in a responsible, cost-effective and sustainable way.
Mission Statement:
Our new mission isTo improve everything Always! Well do this by living our values
Core Values:
Sigma has created four Core Values that the business and all employees stand by, they help drive our behaviours and what our brand stands for.
#Always Learning because the more we learn the more we achieve
#Always Adapting because flexibility creates opportunity
#Always Together because we are part of our community, not apart from our community
#Always Better because we do more
