Head of Realtime Management

What Your Day To Day Will Look Like....

You will be responsible for leading and evolving Sigmas Realtime function across multiple clients, skills and channels. You will be responsible for overseeing the continued development of tools and methodologies that will drive conformance/adherence and SLAs in line with client contracts and business expectations. You will lead teams within the UK & SA. You will Ensure performance level control processes are in place and tailored to individual client requirements will be a crucial deliverable for this role.

you will Engage with the team and stakeholders to stay on top of all the moving requirements of a large and complex BPO realtime function. You will Utilise MI to improve realtime accuracy, effectiveness and delivery. You will always need to be aligned to and influencing timely, accurate and digestible MI delivery. You will not only be responsible for ensuring an operating rhythm is adopted and maintained across the Realtime teams but also works closely with our Dialler and WFO teams. you alongside the wider leadership team, is responsible for ensuring all Realtime team members have the opportunity to develop and grow.

You will be responsible for engaging across the business, promoting the benefits of the function and establishing an ethos of continuous improvement.

you will ensure the realtime service delivers for our internal and external clients whilst simultaneously managing stakeholder expectations.

you will be flexible and adaptable to change. Whilst Realtime management and on the day driving performance is key to the role, there is often a requirement to change direction at pace to meet our ever-changing, ever-growing client and business requirements.

You will....

You will have Strong technical understanding and capability of planning tools, calculations and services across the planning cycle. You will have Excellent knowledge of planning methodologies encompassing the full planning cycle. You will be Resilient, able to work effectively under pressure, manage a diverse and competing workload ensuring deadlines are met. You will have Exceptional client focus and ability to utilise data and analysis to provide practicable solutions to issues.

You will be Strategic thinking, with the ability to work in partnership with peers. You have an Understanding of commercial frameworks and how these translate into daily practice, maximizing revenue and mitigating risk. you will have Led and developed a Realtime Function across multiple geographies. you will Resource Planning experience encompassing the full planning cycle. You will have Managed multiple stakeholders.

You have Realtime team management and leadership experience and have Implemented GOS/Performance Level Control Processes.

you will have Identified and implemented value adding realtime reporting with Knowledge of WFM tools. Extensive knowledge of WFM processes, procedures and methodologies and Stakeholder management experience.

Head Of Real Time Management

The Head of Real time forms part of the wider Planning function and is responsible for Live day/Live week performance across all sites, clients, and campaigns. Working in partnership with other Planning and Operational Heads the HOD Real time is part of a leadership team responsible for continuous improvement and development across all planning processes.

The Customer experience needs to remain at the forefront of everything we do so all decision making in this area needs to align to Planning, Client, Customer and Shareholder expectations.

Leadership of the Realtime function and development of our people is fundamental to this role.

The Realtime team is on an exciting journey and continued development of people and process is essential for success in this role.

Why Sigma?

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.