Team Manager- SP Back Office

Team Manager - SP Back Office Join to apply for the Team Manager- SP Back Office role at Sigma Connected Group. 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 KPIs. 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, 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. Requirements Matric (Grade 12) or equivalent qualification Proficient in basic Excel Strong analytical and problem‑solving skills, with the ability to make quick, informed decisions You have a proven understanding of operational processes and regulatory compliance. You have demonstrated experience in coaching and mentoring teams You have experience handling escalations and driving performance Familiar with KPIs such as customer satisfaction, efficiency and Treating Customer Fairly. 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 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, adaptable and open to change in a dynamic and fast‑paced environment. You have good knowledge of IR / HR processes. You have a demonstrated ability to effectively communicate across all levels of the organization. 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 and start your application process. Referrals increase your chances of interviewing at Sigma Connected Group by 2x. If you like the sound of being part of the Sigma Family, then don’t wait and get applying Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Other Industries: Outsourcing and Offshoring Consulting Location: Cape Town, Western Cape, South Africa #J-18808-Ljbffr