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Operations Manager
2 weeks ago
What being part of the Sigma Family means for you:
**Operations Manager - UK BPO_PAARL**
As an Operations Manager, you will be responsible for leading the smooth operation of your designated area, through driving high performance and ensuring employees are engaged and motivated. You will focus on nurturing a continuous improvement culture, with high levels of employee engagement and recognition. You will support high-performance delivery overall to exceed Client requirements and expectations. You will report directly to the Head of Department.
**Location**:**Paarl, Cape Town (Western Cape)
**Sigma Family**
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 #ImproveEverythingAlways, 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
**What being a part of the Sigma Family means for you**
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.
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 by making your traveling 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.
A bit more about the Opportunity...:
**What Your Day-to-Day Will Look Like**:
You will lead, guide, coach, and support the Service Delivery Managers to ensure alignment with our Always Improving Performance Framework, consistently achieving and exceeding KPIs, while supporting their ongoing development. You will manage relationships with our clients, ensuring that we meet or exceed client expectations through regular updates, reporting on key metrics, and addressing any operational challenges swiftly and effectively.
You will ensure the seamless execution of operations by attending internal stakeholder meetings (e.g., HR, IT, recruitment) to align on processes that impact the business. You will also monitor and manage team performance, with a focus on maintaining high levels of employee engagement, reducing attrition, and managing absence in collaboration with the People Team. You will oversee financial performance, ensuring we meet service credit thresholds and manage incentive targets, while striving for the highest possible profit margins.
What amazing People will bring to the role:
**What Amazing people will bring to the role**:
You are an existing Service Delivery Manager for 2 years or more working on an Energy/Complaints campaign. You are a people-centric leader, skilled in fostering an inclusive and supportive environment where employees feel valued and motivated. You can communicate effectively, delivering clear, constructive messages to both teams and stakeholders. You are analytically inclined and able to assess performance data, identify improvement opportunities, and implement effective solutions. You are also skilled in managing financial performance, including operational budgets and service credit thresholds.
**Requirements**:
- You have 3-5 years Senior Management experience working on an Energy/Complaints, Customer Service campaign (Essential)
- Matric (Grade 12) or equivalent qualification
- BPO experience within an international BPO (essential)
- You have a good command of the English language (written and verbal)
- You are committed, enthusiastic, and resilient in your approach to work.
- You are highly organized and have excellent attention to detail
- You are proficient in all Microsoft Office tools
- You are confident and thrive in pressured environments
- You have excellent coaching experience and auditing skills.
- Proven track record of managing leaders
**Simple and Straight Forward Recruitment.**
**If you like the sound of being part of the Sigma Family, then don’t wait and get applying
