You will oversee various facilities functions such as follow up on attendance. Agree on set goals with team members covering performance, quality and development areas. Focus on career and skills development of team members. Resolve people-related problems e.g. conflict of interest, absenteeism and disciplinary matters. Drive the achievement of targets. Manage and maintain focused and highly motivated team members. Coach and develop team into a high-performance culture. Manage staffing needs, productivity and quality. Manage Employees by ensuring continuous communication, feedback, motivation and Company Behaviours are being lived.
What Amazing People Will Bring To The Role
You have experience in 2nd Stage Complaints & Written Correspondence will be a distinct advantage. You have great knowledge of managing agent performance in line with Sigma policies and procedures to meet performance targets. You are able to manage utilization of staff in line. You are able to identify and remove performance barriers to meet performance targets.
You will manage the resolution of 2nd Stage Complaints & Written Correspondence, you maintain up to date knowledge of developments in, products and services You are able to 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 have at 1 2 years management experience in complaints & written correspondence contact center environments.
Requirements
- Matric (Grade 12) or equivalent qualification
- Must have 2nd Stage Complaints, Written Correspondence and Finance background
- BPO experience within an international BPO (essential)
- Must have 1 - 2 years Team Management experience within a BPO environment
- Must be able to display a strong sense of resilience whilst under pressure
- Must have a good command for the English language (written and verbal)
- Must have a strong customer service background
- Must be willing to work rotational shifts
We dont see the value in making candidates jump through hoops. Once youve sent us your CV, if we think we have a suitable position for you, well contact you for a short telephone conversation. If you seem like a potential new member of the Sigma Family, you will then be invited to one of our Talent Sessions or a 121 interview. And thats it, if successful youll be given a start date and contacted by our amazing onboarding team to get you ready for day 1.
If you like the sound of being part of the Sigma Family, then dont wait and get applying!
Team Manager | UK BPO
We are currently looking for more amazing people to join the Sigma Family as a Team Manager. Before we tell you more about this opportunity, let us share why you should join us at Sigma.
Who are the Sigma Family?
At Sigma, we are different and recognized in May 2023 by the Sunday Times as one of the best places to work. Our mission statement is to #ImproveEverythingAlways and at the heart of this is our People. This is why we are looking for amazing individuals to join and work on behalf of our clients to provide high-level customer service across several 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 marvelous 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 traveling 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.
