Team Leader - Complaints

Sigma Connected Group; Cape Town; On-site; ZAR 350,000 - 520,000; Full time

Benefits offered by this job

Awards program – monthly/quarterly/ann

Employee Assistance Program (EAP)

Mental Health First Aiders

Sigma Forest tree for probation

Medical Insurance

On-site nurse

Eye care on-site

Shuttle services

Internal social platform

Inclusive workplace

Job summary

Sigma Connected Group is seeking a Team Leader to coach and develop a high-performance BPO team focused on complaints management. You will drive staffing, productivity and quality while ensuring alignment with Sigma policies and client SLAs. This role emphasizes leadership, coaching, and data-driven performance improvements.

Join a dynamic, award-winning environment with opportunities for growth, succession planning, and engagement initiatives designed to support wellbeing and development.

Qualifications

• Must have 1-2 years’ experience within a BPO on a Complaints campaign.
• Experience managing agent performance per Sigma policies.
• Strong coaching and development skills for a contact centre team.

Responsibilities

• Coach and develop the team into a high-performance culture.
• Manage staffing, productivity and quality metrics.
• Monitor attendance, coaching, and KPI gaps; address issues.
• Set goals with team members for performance and development.
• Ensure compliance with SLAs and client targets.

Skills

Team leadership

Coaching

Communication

BPO experience

Complaint handling

Education

Matric/Equivalent

Tools

Microsoft Office

Job description

What being part of the Sigma Family means for you

Team Leader

Retreat | Office Based

Lead. Inspire. Deliver Results.

This is an exciting opportunity for a Team Leader professional who is passionate about leading advisors to achieve one common goal. You will work closely with the operational teams to identify performance trends, uncover improvement opportunities, and influence key decisions through powerful data-driven storytelling.

At Sigma, we're looking for an exceptional Team Leader to build strong relationships and lead by example.

This is an opportunity to join an award-winning business where your leadership will directly shape operational success, colleague engagement, and client growth.

Why Sigma?

For four consecutive years, Sigma has been recognised by the Sunday Times Best Places to Work, voted for by our people. We believe in #ImproveEverythingAlways and create an environment where ambitious leaders can thrive, grow and make a real impact.

What you'll get

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.

Your Health Matters-We have a nurse on-site to assist with any female health-related queries, support when you need it most.

Your Vision, Our Mission, All Done Where You Work- We’re bringing eye care to you! From eye testing to trendy spectacles, it all happens onsite for your convenience!

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:

As a Team Leader you will coach and develop theteam into a high-performance culture, and focus on staffing needs, productivity, and quality. Manage employees by ensuring continuous communication, feedback, motivation, and Company Behaviours are being lived

You'll:

• 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.
• Oversee various functions such as follow-up on attendance, coaching, and closing off any gaps relating to their KPI's.
• Agree and set goals with team members for performance, quality and development with team members.
• Focus on the career and skills development of team members.
• Resolve people-related problems e.g. conflict of interest, absenteeism, and disciplinary matters.
• Drive the achievement of targets and consistently meet and exceed internal management and client service level agreements (SLAs).
• 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

Who We're Looking For:

You have experience within BPO on a Complaints campaign will be a distinct advantage. Great knowledge of managing agent performance in line with Sigma policies and procedures to meet performance targets. Manage utilization of staff in line. Identify and remove performance barriers to meet performance targets.

Manage the resolution of customer/ agent problems and complaints, maintain up to date knowledge of developments in, products and services Coach, develop and motivate direct reports. Manage the scheduling, and performance of employees. You are competent in the use of Microsoft Office products.

You'll ideally bring:

• Must have 1-2 years’ experience within a BPO on a Complaints campaign
• Must have 1-2 years’ experience within a Utilities campaign
• You have Matric/Equivalent qualification (Essential)
• Demonstrated experience in coaching, mentoring, and developing others, preferably within a contact centre or team-based environment
• 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

Why This Role?

This isn't just another operational leadership position.

It's an opportunity to lead a critical client partnership, shape strategy, influence business decisions, develop future leaders, and make a significant commercial impact within one of South Africa's most exciting BPO businesses.

If you're ready to take ownership, drive growth and build something exceptional, we'd love to hear from you.

Join the Sigma Family.