Team Leader, Management

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.

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Location:

Paarl, Western Cape

💚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 #Improve Everything Always , 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 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.
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  Medical Insurance - Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.
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  Transportation Benefits - Accommodate by making your traveling journey to work easier with the amazing shuttle services that we offer our employees.
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  Fuel Up & Connect - Our Food Trucks are here with healthy bites and comfort treats to keep you energized and smiling all day!
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  Pamper Yourself - Visit our unisex Beauty Parlor for brow threading, nails, lashes, waxing and lovely full body massages. Because feeling fabulous is part of the journey!
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  Your Health Matters - We have a nurse on-site to assist with any female health-related queries, support when you need it most.
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  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!
• 💻 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.

📞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 the 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. 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.

💡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 utilities (Gas & Electricity), you maintain up-to-date knowledge of developments in,…