PURPOSE OF THE ROLE
The purpose of the position is to motivate, manage and develop the knowledge and skills of the Team Managers whilst contributing to the overall management of the contact centre to achieve efficiency and profitability targets.
REQUIREMENTS
- At least 5 years of team Management experience working in a BPO contact centre environment.
- Minimum of 6 months experience working on a Telco/ Broadband campaign
- UK Collections experience (Desirable)
- Quantifiable experience in managing off-shore contact centre portfolios. (Specifically, UK experience is preferred.)
- Experience in collections and/or credit management will be a distinct advantage.
- High-level written and spoken communications skills in English
- Track record of success in delivering productivity and revenue growth.
- Competent in the use of Microsoft Office products
- Must have Grade 12
- Clear credit and criminal record
- Advanced written and verbal communication skills
- Neutral accent
- Exceptional command of the English language
- Proficient in Microsoft Outlook and related Office products
- Must be available to work rotational shifts, weekends, and public holidays in line with client requirement
- Soundtrack record in managing workplace relations
- Leadership skills
- Excellent planning and organizational skills
- Good writing and effective communication skills
- 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
- Effective and efficient management of the department
- Forecasts and manages available resources proactively and optimally
- Effectively manages change within the operation
- Compiles and prepares statistical reports on key deliverables
- Actively directs and supports the management of attendance, adherence, and timekeeping of the call centre staff
- Ensures effective communication between all stakeholders
- Continuously monitors quality performance and takes immediate remedial action where required
- Manage and control departmental budget including payroll
- Adheres to all relevant client and company processes, policies, and procedures
- Completes assigned projects
- Effectively directs, delegates, motivates, empowers, and controls subordinates for the achievement of required results
- Develops line managers by setting challenging targets
About Sigma, part of the Digicall Group
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 behaviors 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
