Utilities Team Leader: Drive Service Excellence

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

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.