Team Manager

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 lead a team of customer advisors, ensuring operational excellence while complying with regulations. The ideal candidate will bring 1-2 years of team leadership experience and a solid understanding of performance management practices. This role offers extensive opportunities for career development and recognizes outstanding performance through various awards. If you're passionate about cultivating talent and fostering a positive environment, this could be the perfect job for you.

Benefits

Career development opportunities

Monthly, Quarterly and Annual awards

Employee Assistance Program

Medical Insurance

Transportation Benefits

Qualifications

• 1 to 2 years utilities background.
• 1 to 2 years Team Leader experience.
• Experience in coaching and mentoring.
• Knowledge of performance management practices.
• Expertise in handling attendance and conflict resolution.

Responsibilities

• Lead a team of customer advisors to achieve operational performance.
• Coach and develop team members for high performance.
• Oversee attendance, coaching, and performance management.
• Ensure compliance with regulatory standards and company policies.

Skills

Experience in collections

Coaching and developing teams

Managing agent performance

Problem resolution

Communication skills

Microsoft Office proficiency

Tools

Microsoft Office Suite

Job description

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 Service Delivery manager.

Location

Diep River, 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. Career development and opportunities to apply for internal promotions following your probationary period. Monthly, Quarterly and Annual awards with marvellous 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, allowing you to review how your tree is reducing your carbon footprint. Medical Insurance – covers doctor visits, optometrist appointments, dental assistance, funeral cover, Group Life Cover, all free from the Sigma Family. Transportation Benefits – shuttle services to ease your traveling to work. Join communities and collaborate with your colleagues on our internal social media platform. The opportunity to be 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, focus on staffing needs, productivity, and quality. You will manage employees by ensuring continuous communication, feedback, motivation, and that company behaviours are lived. You will guide and support your team in line with our Always Improving Performance Framework to consistently achieve and exceed their KPIs, supporting their ongoing development aspirations. You will oversee attendance, coaching, and closing gaps related to their KPIs. You will set goals with team members for performance, quality and development, focusing on their career and skills development. You will resolve people-related problems such as conflict, absenteeism and disciplinary matters. You will drive target achievement and consistently meet and exceed internal management and client service level agreements (SLAs). You will maintain high standards of professionalism and compliance, addressing people-related challenges swiftly and fairly, promoting a positive work environment.

What Amazing People Will Bring To The Role

Experience in collections is a distinct advantage. Great knowledge of managing agent performance in line with Sigma policies and procedures to meet performance targets. Ability to manage utilization of staff, identify and remove performance barriers. Manage 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 scheduling and performance of employees. Competent in Microsoft Office products.

Requirements

• 1 to 2 years utilities background
• 1 to 2 years Team Leader experience
• Demonstrated experience in coaching, mentoring, and developing others, preferably within a contact centre or team‑based environment
• 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 strong command of English
• Resilient under pressure, 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

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 and start your application process. If you like the sound of being part of the Sigma Family, don’t wait and get applying!