Quality & Coaching Team Manager - Uk Bpo

2 weeks ago

Cape Town, Western Cape, South Africa Sigma Connected Group Full time
A bit more about the Opportunity
:

QUALITY AND COACHING TEAM MANAGER


We are currently looking for more amazing people to join the Sigma Family as a Quality and Coaching Team Manager.

Before we tell you more about this opportunity, let us share why you should join us at Sigma.

A bit more about the Opportunity:

  • Your title
:

Quality and Coaching Team Manager

  • Your hours
:
9h00am-18h00pm

  • Where you work
:

Onsite

What Your Day-to-Day will Look Like:

You will be working onsite leading members of the Quality Assurance Team. You will be working with internal stakeholders and clients, to ensure consistency in the measurement of call quality. You will be continually developing the coaching capability within your team to support advisors across the business.

You will review current quality frameworks to ensure they are fir for purpose and liaise with the client to agree on scoring criteria.

You will track and measure the impact of the coaching sessions and manage the calibration schedule for the team.

You will be responsible for reviewing the KPIs for your team, and ensuring they are driving the right behaviors and outputs.

You will manage the day-to-day workload of QA advisors and Quality Coaches, ensuring that they complete their workload and meet deadlines.

You will Support the Quality Manager with compiling statistical performance reports.

What amazing People will bring to the role:

What Amazing People Will Bring to the Role:

You have strong analytical skills, with expertise in analysis of performance metrics for call centre operations.

You are able to establish and maintain effective working relationships at a management level and have a minimum of 3 years' experience directly related to a quality or support role.

You also have at least 1 years' experience in a supervisory or management role, with proven experience of managing teams, ideally across multiple locations.

You have an excellent knowledge of client processes, expectations and systems. You are passionate about developing others and are comfortable with developing and implementing strategies to improve performance.

Minimum Requirements:

  • You have at least 1 years Management experience or at least 2 years' experience in Quality Assurance.
  • You have proven experience of managing teams, ideally across multiple locations.
  • You have strong working knowledge of the client's processes, expectations and systems.
  • You have demonstrated success in managing, leading and developing people.
  • You have evidence of consistently achieving quantitative and qualitative performance measures.
  • You have demonstrated knowledge of quality assessment processes.
  • You have an understanding of quality assessment principles and processes.
  • You have an understanding of contact centre staff' statistical performance reporting.
  • You are IR clear.
  • You have met All KPIS, over the last three (3) months.
  • You have been signed off probation.

Simple and Straight Forward Recruitment.

Please Note:

  • All Applicants must be in their current role for 612 months or longer and, MUST BE SIGNED OFF PROBATION.
  • All applicants must inform their current Team Managers and Operational Managers BEFORE they have applied for positions outside their departments.
-
AN APPLICATION WILL BE DECLINED IF ALL THE ABOVE CRITERIA HAS NOT BEEN MET.
What being part of the Sigma Family means for you:

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. 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, which are all Free from the Sigma Family to you.


Transportation Benefits - Accommodate making your travelling 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.

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