Team Manager - Contact Centre - Financial Services

Sigma Connected Group; Cape Town; On-site; ZAR 420,000 - 620,000; Full time

Benefits offered by this job

Medical Insurance

Employee Assistance Program (EAP)

Annual awards

Shuttle services

On-site nurse

Job summary

Sigma Connected Group in Woodstock, Cape Town, is seeking a Team Manager to lead, develop, and inspire Advisors while driving operational excellence and customer outcomes. This office-based role offers engagement in an award-winning environment.

You will coach, monitor performance, ensure SLAs, and partner with stakeholders to deliver top-tier service. Join a company committed to people development and impactful customer experiences.

Qualifications

• Financial services experience is essential.

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

Skills

Financial services experience

Leadership in BPO

Coaching and development

Contact centre experience

Performance management

Strong communication

SLA knowledge

Problem-solving

MS Office

Resilience in fast-paced env

Tools

Microsoft Office

Job description

What being part of the Sigma Family means for you

Team Manager

Location: Woodstock | Office based

Lead People. Drive Performance. Make an Impact.

Are you a passionate people leader with a talent for coaching high-performing teams and delivering exceptional customer outcomes?

At Sigma, we're looking for an exceptional Team Manager to lead, develop, and inspire a team of Advisors while driving operational excellence, customer satisfaction, and performance against client objectives.

This is your opportunity to join an award-winning business where your leadership will directly influence employee engagement, team performance, and customer experience.

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.

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 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.

What amazing People will bring to the role

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:

• Financial services experience (essential).
• 1-2 years' experience in a leadership role, preferably in a BPO environment (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.