Team Leader - Utilities

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

Benefits offered by this job

Medical Insurance

EAP and Mental Health support

Awards programs

Career development opportunities

Sigma Forest tree planting on probatio

Job summary

Sigma Connected Group in Cape Town seeks a Team Leader to guide a team of Advisors, driving exceptional operational performance and ensuring regulatory compliance. You will report to the Service Delivery Manager and focus on treating customers fairly in a fast-paced environment.

Ideal candidates bring utilities BPO experience, leadership, and a track record of delivering results, with strong coaching and performance management skills.

Qualifications

• Utilities sector BPO experience is essential.
• Proven leadership and people development skills.
• Strong coaching and performance management capabilities.
• Experience in contact centres or customer service environments.
• Excellent written and verbal communication.

Responsibilities

• Lead, coach and develop Advisors to exceed targets.
• Drive operational performance and customer excellence.
• Monitor productivity, quality, attendance, and adherence to standards.
• Conduct regular coaching, feedback, and performance reviews.
• Address attendance, performance, and employee relations issues.
• Ensure compliance with policies, client requirements, and regulations.
• Build strong internal stakeholder relationships to support SLAs.

Skills

Leadership

Coaching

Performance management

Customer service

BPO experience

Regulatory compliance

Stakeholder management

Communication skills

MS Office

Tools

MS Office

Job description

As a Team Leader, you will be responsible for leading a team of Advisors, driving exceptional operational performance, and ensuring full compliance with regulatory standards, with a particular focus on treating customers fairly. Reporting directly to the Service Delivery Manager, we are specifically seeking an experienced Team Leader with a strong background in the Utilities sector and a proven track record of delivering results in a fast-paced customer service environment.

Location

Southern Suburbs, Cape Town

Sigma Family

At Sigma, we stand out and have now been acknowledged 3 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.

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

As our Team Manager, you'll play a key role in leading, developing, and motivating Advisors while driving operational performance and ensuring an exceptional customer experience.

You'll

• 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 service level agreements (SLAs).
• Drive customer-focused behaviours and a culture of excellence across the team.

Who We're Looking For

You're an inspiring leader who knows how to balance people, performance, and customer outcomes while creating an environment where individuals can thrive.

You'll Ideally Bring

• Utilities experience within BPO environment (essential).
• 1-2 years' experience in a leadership role (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.
• Proficiency in Microsoft Office applications including Word, Excel, Outlook, and PowerPoint.
• The ability to remain resilient and solution-focused in a fast-paced environment.
• Knowledge of SLA management and client performance expectations.
• A passion for continuous improvement, leadership, and people development.

Why This Role?

This isn't just another Team Manager position.

It's an opportunity to shape team success, develop future talent, and make a direct impact on customer experience and operational performance within one of South Africa's most exciting BPO businesses.

If you're passionate about leadership, coaching, and helping people perform at their best, we'd love to hear from you.

Join the Sigma Family.