Team Manager

A bit more about the Opportunity...:
**What Your Day-to-Day Will Look Like**

You will oversee various functions such as follow-up on attendance, coaching and close-off any gaps relating to their KPI's. You will agree and set goals with team members covering performance, quality and development areas. Focus on 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. I consistently meet and exceed internal management and client service level agreements (SLAs), maintaining high standards of professionalism and compliance. You will address people-related challenges, such as attendance issues and disciplinary matters, swiftly and fairly, promoting a positive work environment.

You will manage and maintain focused and highly motivated team members. You will coach and develop the team into a high-performance culture. You will focus on staffing needs, productivity and quality. 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.

What amazing People will bring to the role:
You have excellent experience working on a **_Collections campaign_**. You have great knowledge of managing agent performance in line with Sigma policies and procedures to meet performance targets. You are able to manage the utilization of staff in line. You are able to identify and remove performance barriers to meet performance targets. You will manage the resolution of customer/ agent problems and complaints, you maintain up-to-date knowledge of developments in, products and services You are able to develop and motivate direct reports. You will manage the scheduling and performance of employees, as well drive performance through excellent outputs.

You are committed, enthusiastic, and resilient, and always maintain a positive and resourceful approach to your work. You demonstrate a high level of personal motivation and initiative, driving myself and others to succeed, and you lead by example. You ensure that your team follows suit in delivering their best, you are also highly skilled at organizing and prioritizing tasks, ensuring efficient use of time and resources. You are confident in interpreting and reporting on KPIs and targets, ensuring we stay aligned with business goals, you are also self-motivated and result-oriented, continuously striving to meet and exceed targets. You are able to remain calm and focused in pressurized environments, and you respond positively to various challenges.

**Requirements**:

- You have a Matric (Grade 12) or equivalent qualification
- ** You must be able to commute to Paarl area (Essential)**:

- ** You have BPO experience within an international BPO environment (Essential)**:

- ** You have 1 year of Team Management BPO experience working in a Collections environment. (Essential)**:

- You have previous leadership/Team Management experience within a BPO environment
- You can display a strong sense of resilience when faced with any challenge
- You have excellent communication skills (written and verbal)
- You are confident and thrive in pressured environments
- You have excellent attention to detail & great people management skills

**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:
**Team Manager**

We are currently looking for more amazing people to join the Sigma Family as a **Team Manager**. You will be responsible for leading a team of Customer Advisors, driving exceptional operational performance while ensuring full compliance with regulatory standards, with a particular focus on treating customers fairly.

**Location**:Berg River Boulevard Paarl, 7646 South Africa

**Who are the Sigma Family?**

At Sigma, we are different and recognized in May 2023 by the Sunday Times as one of the best places to work. Our mission statement is to #ImproveEverythingAlways and at the heart of this is our People. This is why we are looking for amazing individuals to join and work on behalf of our clients to provide high-level customer service across several 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,