Team Leader

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

Job summary

A leading customer service company in Cape Town is seeking a Team Leader to manage a team of Customer Advisors. The role involves coaching and developing team members, ensuring operational performance while maintaining compliance and professionalism. Candidates should have BPO experience and strong leadership capabilities. This position offers developmental opportunities and a supportive work environment.

Benefits

Career development opportunities

Monthly and quarterly awards

Medical insurance

Qualifications

• 2 years Team Leader and Utilities experience in a BPO contact center.
• Strong understanding of KPIs.
• Ability to communicate effectively across all levels.

Responsibilities

• Lead a team of Customer Advisors to drive operational performance.
• Manage staffing needs, productivity, and quality.
• Resolve attendance, coaching, and performance-related issues.

Skills

Strong technical ability

Leadership qualities

Coaching experience

Auditing skills

Analytical skills

Problem-solving skills

Education

Matric (Grade 12) or equivalent

Tools

Microsoft Office Suite

Job description

Team Leader – UK BPO

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 Service Delivery manager.

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.

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 KPI's. You will agree and set goals with team members for performance, quality and development with team members. 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

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 in line. You can identify and remove performance barriers to meet performance targets.

You will manage the resolution of customer/ agent problems and complaints, you maintain up-to-date knowledge of developments in, products and services. You can 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 are an existing Team Leader with 2 years Team Leader and Utilities experience in a BPO contact center.

Requirements

• You have a minimum of 2 years Team Leader and Utilities experience in BPO contact center environment.
• You have strong coaching experience.
• You have good auditing skills which is essential.
• You have a good understanding of KPIs and can guide your team to consistently meet or exceed them.
• 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, you are 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!