Team Leader

2 days ago

Paarl, South Africa Sigma Connected Group Full time

Team Leader – UK BPO | Paarl As a Team Leader, you will lead 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 Operations Manager. What Your Day-to-Day Will Look Like Coach and develop the team into a high‑performance culture, focusing on staffing needs, productivity, and quality. Manage employees through continuous communication, feedback, motivation, and living Company Behaviours. Guide and support your team using the Always Improving Performance Framework to achieve and exceed KPIs. Oversee attendance, coaching, and close gaps related to KPI’s. Set and agree performance, quality, and development goals with team members. Resolve people‑related issues such as conflict, absenteeism, and disciplinary matters. Drive achievement of targets and meet client SLAs. Maintain high standards of professionalism and compliance. What Amazing People Will Bring To The Role Strong technical ability and leadership qualities. Knowledge of managing agent performance in line with Sigma policies. Experience with utilization management and removing performance barriers. Ability to manage resolution of customer/agent problems, especially utilities (Gas & Electricity). Competent in Microsoft Office products. 1 to 2 years’ experience as a Team Manager or equivalent in utilities in a UK BPO Contact Centre environment. Requirements Must be willing to work in Paarl. 1 to 2 years current experience in a Team Manager or equivalent position. 1 to 2 years of Utilities (Gas & Electricity) experience. Good knowledge of dialler systems. Strong reporting skills. Strong coaching experience. Good auditing skills. Understanding of KPIs and guidance to meet/exceed them. Matric (Grade 12) or equivalent qualification. Resilience under pressure. Good command of English (written & verbal). Confident leader adaptable to change in a fast‑paced environment. Knowledge of IR/HR processes. Strong analytical and problem‑solving skills. Effective communication across all levels. Benefits • Medical insurance covering doctor visits, optometrist appointments, and dental assistance.• Group life cover and funeral cover at no cost.• Transportation benefits including shuttle services.• Employee Assistance Program and mental health support.• Recognition awards with prizes.• Growth opportunities and internal promotions. #J-18808-Ljbffr

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