Team Leader

What being part of the Sigma Family means for you

Team Manager

As a Team Manager, you will be responsible for leading a team of Customer Advisors, driving exceptional operational performance while ensuring full compliance with regulatory standards, with a particular focus on treating customers fairly. You will report directly to the Service Delivery manager.

Location: Woodstock

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.

A bit more about the Opportunity...

What Your Day-to-Day Will Look Like

You will coach and develop the team into a high-performance culture, and focus on staffing needs, productivity, and quality. You will manage employees by ensuring continuous communication, feedback, motivation, and Company Behaviours are being lived. You will guide and support your team in line with our Always Improving Performance Framework, to consistently achieve and exceed their KPIs, and support their ongoing development aspirations.

You will oversee various functions such as follow-up on attendance, coaching, and closing off any gaps relating to their KPIs. You will agree and set goals with team members for performance, quality and development. You will focus on the career and skills development of team members. You will resolve people-related problems e.g. conflict of interest, absenteeism, and disciplinary matters. You will also drive the achievement of targets and consistently meet and exceed internal management and client service level agreements (SLAs). You will maintain high standards of professionalism and compliance, and you will address people-related challenges, such as attendance issues and disciplinary matters, swiftly and fairly, promoting a positive work environment.

What amazing People will bring to the role

What Amazing people will bring to the role

You have strong technical ability and great leadership qualities. You have great knowledge of managing agent performance in line with Sigma policies and procedures to meet performance targets. You can manage utilization of staff and identify and remove performance barriers to meet performance targets.

You will manage the resolution of customer/agent problems and complaints, maintain up-to-date knowledge of developments in products and services, and coach, develop, and motivate direct reports. You manage the scheduling and performance of employees and are competent in the use of Microsoft Office products. You are an existing Team Leader with 1-2 years of experience in a UK BPO Contact Centre environment.

Requirements:

• You have a minimum of 2 years Team Leader experience in a BPO contact center environment.
• You have 2 years collections experience with a strong track record of coaching.
• You can effectively manage both inbound and outbound collections campaigns.
• You have a good understanding of collections metrics and KPIs and can guide your team to consistently meet or exceed them.
• You have Utilities and Broadband experience.
• You have a Matric (Grade 12) or equivalent qualification.
• You can display a strong sense of resilience whilst under pressure.
• You have a good command of the English language (written and verbal).
• You are a confident leader and thrive in pressured environments, adaptable and open to change in a dynamic and fast-paced environment.
• You have good knowledge of IR/HR processes.
• You possess strong analytical and problem-solving skills, with the ability to make informed decisions quickly.
• You have a demonstrated ability to effectively communicate across all levels of the organization.

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!