Head of Operations - UK BPO (Complaints)

Sigma Connected Group; Cape Town; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading company in Cape Town is seeking a Head of Operations to oversee UK BPO operations. This role involves managing key accounts, enhancing performance, and ensuring high-quality service delivery. The ideal candidate will have substantial experience in the UK Complaints/Energy sector and will be a dynamic leader focused on empowering teams and improving processes. Join a recognized employer that values its people and offers opportunities for career development and a supportive work environment.

Benefits

Medical Insurance

Transportation Benefits

Employee Assistance Program

Monthly, Quarterly and Annual awards

Qualifications

• 5-7 years in UK Complaints/Energy environment as Head of Operations.
• 2 years in UK BPO environment.
• Strong communication skills.

Responsibilities

• Oversee operations across key accounts with a focus on UK Complaints.
• Manage offshore contact centre operations.
• Engage with clients and maintain stakeholder relationships.

Skills

Communication

Analytical Skills

Leadership

Time Management

Education

Matric (Grade 12)

Tools

Microsoft Office

Job description

What being part of the Sigma Family means for you

Head of Operations – UK BPO

The Head of Department/Operations will oversee operations across key accounts, with a strong focus on UK Complaints. You will work closely with internal stakeholders, from the Senior Leadership Team (SLT) to Operational Managers at our Cape Town site, collaborating with training, analytics, resource planning, and implementation teams. This role involves managing offshore contact centre operations in alignment with approved plans, budgets, and schedules to achieve targeted productivity, performance, and financial objectives. You will report directly to the Associate Director.

Location: 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

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.

A bit more about the Opportunity...

What Your Day-to-Day Will Look Like:

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 center 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 center 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 take action on performance shortfalls. You have demonstrated knowledge of principles and processes to provide excellent customer and personal services.

What amazing People will bring to the role

What Amazing people will bring to the role:

You are a leader with a strong UK Complaints/Energy background and at least two years of BPO Experience. You are very people-focused and will be involved in various strategic planning, resource allocation, human resources modelling, leadership techniques, production methods, and coordination of people and resources. You arean out-of-the-box thinker with a solid understanding of business objectives, and you can plan strategically and execute operationally.

You are also competent and transparent in your approach when interacting with various internal and external stakeholders. You are energetic and vibrant and can easily adapt to change, you have excellent analytical skills, and you always aim to empower and encourage others around you.

Requirements:

• You have 5-7 years of experience working in a UK Complaints/Energy environment as Head of Operations (Essential)
• You have a minimum of 2 years of experience working in a UK BPO environment (Essential)
• 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 can understand data sets through regular reporting, and you are client-facing
• 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 a great understanding of business ethics and values

Simple and Straight Forward Recruitment.

We don’t see the value in making candidates jump through hoops. 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!