Team Leader: Coach Advisors, Elevate Service

Sigma Connected Group; Paarl; On-site; ZAR 300,000 - 600,000; Full time

Benefits offered by this job

Awards program

Employee Assistance Program (EAP)

Tree planting initiative

Medical insurance

Internal social platform

Equal opportunity workplace

Job summary

Sigma Connected Group is seeking a Team Leader to guide a vibrant Advisors team, driving top-tier customer service while ensuring regulatory compliance and Fair Treatment of Customers. The role reports to the Service Delivery manager and is based in Paarl, Cape Town.

As a Team Leader you will coach, develop, and motivate the team to meet performance targets, monitor productivity, and uphold high standards. This role offers opportunities for progression, recognition through awards, and a focus on

Qualifications

• Utilities experience essential.
• 1-2 years leadership experience essential.
• Demonstrated experience coaching, mentoring, and developing others.
• Previous experience within a contact centre or customer service environment.
• Strong understanding of performance management and operational KPIs.
• Experience managing employee performance in line with company policies and procedures.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.

Responsibilities

• Lead, coach, and develop a team of Advisors to achieve and exceed performance targets.
• Foster a high-performance culture focused on accountability, engagement, and continuous improvement.
• Conduct regular coaching sessions, feedback discussions, and performance reviews.
• Monitor team productivity, quality, attendance, and adherence to operational standards.
• Identify performance gaps and implement effective action plans to drive improvement.
• Support employee development through career planning, coaching, and mentoring.
• Resolve people-related matters, including attendance concerns, performance management, and employee relations issues.
• Ensure compliance with company policies, client requirements, and regulatory standards.
• Build strong relationships with internal stakeholders and support the delivery of client SLAs.
• Drive customer-focused behaviours and a culture of excellence across the team.

Skills

Leadership

Coaching

Performance management

Customer service

SLA management

Microsoft Office

Communication

Problem solving

Tools

Microsoft Office

Job description

Sigma Connected Group is seeking a Team Leader to guide a vibrant Advisors team, driving top-tier customer service while ensuring regulatory compliance and Fair Treatment of Customers. The role reports to the Service Delivery manager and is based in Paarl, Cape Town.

As a Team Leader you will coach, develop, and motivate the team to meet performance targets, monitor productivity, and uphold high standards. This role offers opportunities for progression, recognition through awards, and a focus on