Team Leader

Sigma Connected Group; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading customer service provider in Cape Town seeks a Team Leader to oversee a team of Customer Advisors. The role includes coaching, performance management, and ensuring compliance with standards. Candidates should have 1-2 years of experience in a similar role, strong communication skills, and proficiency in Microsoft Office. Join us to drive exceptional performance and be part of a diverse and inclusive workplace.

Benefits

Medical Insurance

Employee Assistance Program

Transportation benefits

Monthly and quarterly awards

Qualifications

• 1-2 years of Team Leader experience in a Utilities environment within a BPO industry.
• Demonstrated experience in coaching, mentoring, and developing others.
• Knowledge of performance management practices.

Responsibilities

• Coach and develop a high-performance team focusing on KPIs.
• Manage employee attendance and performance issues.
• Drive achievement of targets while maintaining professionalism.

Skills

Coaching and mentoring

Performance management

Conflict resolution

Microsoft Office proficiency

Communication skills

Tools

Microsoft Office Suite

Job description

Overview

Team Leader

As a Team Leader, 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 Operations Manager.

What being part of the Sigma Family means for you

• Sigma has been acknowledged for three 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. We are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries.
• Career development and opportunities to apply for internal promotions following your probationary period.
• Monthly, Quarterly and Annual awards with prizes.
• Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going as expected.
• A carbon-reducing initiative (tree planted in the Sigma Forest upon passing probation).
• Medical Insurance, covering doctor visits, optometrist appointments and dental assistance, funeral cover, and Group Life Cover.
• Transportation benefits and shuttle services to ease commuting.
• Access to internal social platforms to join communities and collaborate with colleagues.
• An equal, diverse and inclusive workplace where all amazing people are welcome.

What Your Day-to-Day Will Look Like

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

You will oversee attendance, coaching, and closing gaps related to KPIs. You will set goals with team members for performance, quality, and development, focusing on career and skills growth. You will resolve people-related problems such as conflict of interest, absenteeism, and disciplinary matters. You will drive achievement of targets and consistently meet internal management and client service level agreements (SLAs). You will maintain high professionalism and compliance, addressing people-related challenges swiftly and fairly to promote a positive work environment.

What Amazing People Will Bring To The Role

You should have strong 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. You will manage the resolution of customer/agent problems and complaints and maintain up-to-date knowledge of developments in products and services. You are able to coach, develop, and motivate direct reports, and you manage scheduling and performance of employees. Proficiency with Microsoft Office is required.

Requirements

• Demonstrated experience in coaching, mentoring, and developing others, preferably within a contact centre or team-based environment.
• 1-2 years of Team Leader experience in a Utilities environment within a BPO industry.
• Knowledge of performance management practices, including setting goals, monitoring KPIs, and supporting improvement.
• Experience handling people-related matters such as attendance, conflict resolution, and performance gaps.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Excellent verbal and written communication skills with a strong command of the English language.
• Resilient under pressure with the ability to remain solution-focused in high-paced environments.
• Familiarity with SLA expectations and client-driven performance targets.
• Flexible and adaptable with a mindset of continuous improvement and team success.

If you like the sound of being part of the Sigma Family, then don’t wait and apply now.