Universal Control Lead

5 months ago

Cape Town, South Africa Sigma Connected Group Full time

A bit more about the Opportunity...:
**What Your Day-to-Day will Look Like**:
Coordinates recovery caused by business continuity issues. You must be comfortable in a position affording visibility and interface with senior management ability to foster strong relationships with staff and all internal and external stakeholders. You must monitor operation’s frontline behaviours, efficiency and availability for use in planning and report deficiencies and opportunities to operations and management teams. You must have strong verbal and written communicator with excellent attention to detail. Ensuring the compilation and distribution of schedules aligned to contact centre requirements, with the inclusion of annual leave management. You must identify the characteristics that makes staffing challenges unique and the implications of over & Under staffing. You must ensure team members have clear and realistic targets/goals which are assessed quarterly through the KPA performance management reviews. You must have experience working effectively within a Planning/Real Time environment sharing knowledge & learning openly and honestly. You must have exceptional client focus and ability to utilise data and analysis to provide practicable solutions to issues. Supporting the output for Planners and schedulers to ensure that all functions are professionally and timeously executed on. You must have previous experience with Workforce Management Systems (Nice IEX preferable). You must manage the team’s absenteeism in line with the Company’s Absence Management Policy i.e. return to work etc.

What amazing People will bring to the role:
**What Amazing People Will Bring to the Role**:
Managing the Real Time Monitors & Universal Control Analysts across the Sigma estate to ensure effective delivery across the real time function from sign off to live day to post live day analysis. Main point of contact and accountability for ensuring a balance of live week/day planning satisfaction, Sigma Operations engagement, planner engagement/maintenance, margin assurance and supporting the drive for a positive WFM culture on their respective accounts. Managing (performance level control process) from Client request into each functional area of the Universal Control Team, through to on-the-day delivery (effectiveness measured by margin, schedule fit, operational conformance, operational adherence, and Client/Operations engagement scores). To fully understand the main contractual KPIs expected to be delivered within the accounts and ensure that the appropriate plans are in place and the team are aligned behind them. Always strive for better ways to do things. With primary focus on traditional Planning improvements (but not limited to), analyse trends in data and Ops/Client feedback to identify and drive improvement initiatives. Drive best practice across the live week/day, ensuring the right tools, processes and techniques are being used to deliver a quality assured planning service ensuring the right people are in the right place at the right time. Accountable for the delivery, maintenance and evolution of a standardised Planning Toolkit working closely with Planning peers to evolve and improve. Supporting the setup and layout of a Universal Control service introduction for new accounts.

**Supporting UTC outputs, operating rhythm and ensuring processes are documented and maintained.**

**Minimum Requirements**:

- Minimum 2 years’ experience in workforce essential
- 2 years’ experience in managing a team essential
- Resource Planning experience encompassing the full planning cycle
- Team management and leadership experience
- Knowledge of WFM tools
- Continuous improvement initiatives
- Extensive knowledge of WFM processes, procedures and methodologies
- Stakeholder management experience
- Clear credit and criminal record
- Intermediate knowledge of call centre management and all related calculations
- Intermediate knowledge of various forecasting/scheduling software
- Strong organizational skills
- Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detail
- Ability to communicate call centre data/forecasts to all levels of employees in an understandable fashion
- Ability to work independently with mínimal supervision.
- The capability of problem-solving

**Simple and Straight Forward Recruitment.**

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

What being part of the Sigma Family means for you:
**We are different, so why not join us?**

**UNIVERSAL CONTROL LEAD**

We are currently looking for more amazing people to join the Sigma Family as a Universal Control Lead. 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**:Universal Control Lead
- ** Where you work**:Onsite (Retreat)

**Who are the Sigma Family?**

At Sigma, we are different and recogn

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