Head Of Operations

Sigma Connected; Cape Town; On-site; ZAR 500 000 - 600 000; Full time

Job summary

A leading utilities management company in Cape Town is seeking a Head of Operations to support operational performance across key accounts. The successful candidate will manage offshore contact center operations while liaising with internal stakeholders and ensuring timely budget reports. Essential qualifications include 5-7 years of management experience in Utilities and strong communication skills. Join a company recognized as one of the Best Places to Work for consecutive years, committed to career development and employee well-being.

Benefits

Career development opportunities

Medical insurance

Transportation benefits

Qualifications

• 2 years of experience in an international UK BPO environment.
• 5-7 years of management experience in a Utilities/Energy environment.
• Strong verbal and written communication skills.

Responsibilities

• Support the Executive team with client contract proposals.
• Manage departmental resources within budget guidelines.
• Develop and maintain client/stakeholder relationships.

Skills

Communication skills

Attention to detail

Microsoft Office

Time management

Understanding of business ethics

Education

Matric (Grade 12) or equivalent qualification

Job description

Overview

What being part of the Sigma Family means for you: Head of Operations - Utilities

The Head of Department / Operations will support the Operation across key accounts.

You will work collaboratively with internal stakeholders from SLT level to Operational managers within our Cape Town site including training, analytics, resource planning, and implementation teams.

You are responsible for managing aspects of the offshore operations of the contact centre in line with approved plans, budgets, and schedules to achieve specified productivity, performance, and financial objectives.

You will report directly to the Associate Director.

Location : Retreat, Cape Town 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.

Benefits

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.

Responsibilities

You will assist the Executive team with client contract proposals, and you will identify and remove performance barriers to meet performance targets.

You will also Implement, control, and manage the departmental resources and procedures within approved budget guidelines.

You compile and present budget reports regarding expenditures to keep the EXCO appropriately informed of the department's budget position.

You will also manage the utilization of staff in line with the budgeted manning, and you will implement continuous improvement strategies on all work processes and policies to improve service and quality standards. You will investigate long‑term contractual arrangements with vendors and service providers to ensure continued suitability.

You will develop and maintain an appropriate network of contacts, you will also manage contact centre performance in line with Sigma policies and procedures to meet performance targets.

You maintain an effective working relationship with clients / stakeholders and undertake all communication on the issues specific to the offshore contact centre operations, and you will negotiate economically sound service level agreements. You will engage with clients daily and maintain client / stakeholder relationships, you will also discuss the company's performance and proactively address and action performance shortfalls.

You have demonstrated knowledge of principles and processes to provide excellent customer and personal services.

Requirements

You have 2 years of experience within an international UK BPO environment (Essential)

You have 5-7 years Management experience working in a Utilities / Energy environment

You have a Matric (Grade 12) or equivalent qualification

You have strong communication (verbal, written, presentation) skills

You have intermediate skills working on Microsoft Office programs (Word, Excel, Outlook)

You are able to understand data sets through regular reporting

You have solid technical knowledge with the ability to understand various divisions within Operations

You have great attention to detail and time management ability

You are excellent when working in pressured environments

You can comprehend great understanding of business ethics and values

Simple and Straight Forward Recruitment. We don't see the value in making candidates jump through hoops.

Application Process

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