Team Leader POC Paarl

Team Leader – UK BPO | Paarl

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: Paarl, Western Cape

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.

• ️ 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.

What Your Day-to-Day Will Look Like

You will coach and develop the team into a high-performance culture, and focus on staffing needs, productivity, and quality. You will manage employees by ensuring continuous communication, feedback, motivation, and Company Behaviours are being lived. You will 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.

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

You have strong technical ability and great leadership qualities. You have great knowledge of managing agent performance in line with Sigma policies and procedures to meet performance targets. You can manage utilization of staff in line. You can identify and remove performance barriers to meet performance targets.

You will manage the resolution of customer/ agent problems and complaints, you maintain up-to-date knowledge of developments in, products and services. You can coach, develop, and motivate direct reports. You manage the scheduling and performance of employees. You are competent in the use of Microsoft Office products. You are an existing Team Leader/2iC with 1-2 years of experience in Energy and Complaints in a UK BPO Contact Centre environment.

Requirements:

• You have a minimum of 2+ years Team Leader experience in an Energy and Customer Service BPO contact center environment.
• You have strong coaching experience.
• You have good auditing skills which is essential.
• You have a good understanding of KPIs and can guide your team to consistently meet or exceed them.

• You have a Matric (Grade 12) or equivalent qualification
• You can display a strong sense of resilience whilst under pressure
• You have a good command of the English language (written and verbal)
• You are a confident leader and thrive in pressured environments, you are adaptable and open to change in a dynamic and fast-paced environment.

• You have good knowledge of IR / HR processes
• You possess strong analytical and problem-solving skills, with the ability to make informed decisions quickly.
• You have a demonstrated ability to effectively communicate across all levels of the organization

Simple and Straight Forward 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 & start your application process.

If you like the sound of being part of the Sigma Family, then don’t wait and get applying!