Associate Director of Operations

What being part of the Sigma Family means for you:
**Associate Director of Operations - BPO**

The purpose of the Associate Director is to develop and implement strategic plans to improve the operational efficiency and profitability of the business in addition to developing HOD’s to their full potential while always focusing on our people.

Monthly, Quarterly and Annual awards with marvellous 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 making your travelling 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...:
You will be working onsite leading members Experience in customer service/collections and/ credit management will be a distinct advantage. Knowledge of HR labour laws. Manage contact centre performance in line with Sigma policies and procedures to meet performance targets. Manage utilisation of staff in line with the budgeted manning. Manage costs to operate within budget and initiate cost-saving measures. Identify and remove performance barriers to meet performance targets. Manage the resolution of customer/ client problems and complaints. Maintain up to date knowledge of developments in clients’ markets, products and services. Coach, develop and motivate heads of department. Manage the recruitment, training, scheduling and performance of employees. Ensure effective computer hardware, software and telecommunications systems are maintained.

What amazing People will bring to the role:
You have a sound track record in managing workplace relations. You are able to establish and maintain effective working relationships at a management level, and have leadership skills. You must have excellent planning and organisational skills. You have an excellent knowledge of client processes, expectations and systems. You are passionate about developing others, and are comfortable with developing and implementing strategies to improve performance. You are good writing and effective communication skills. You must have working experience of MS Office Suite at Intermediate Level. You must have demonstrated commercial acumen. You must have High-level ability in people management including leading, motivating and developing direct reports and customer-facing employees. Demonstrated decision-making skills in a fast-moving, team-based environment. You will Manage client relationships.

**Minimum Requirements**:

- At least six years’ management experience in customer service/collections contact centre environments of 500 or more employees.
- Quantifiable experience in managing off-shore contact centre portfolios. (Specifically, UK experience is highly advantageous)
- Excellent understanding of the customer contact centre industry and associated technological solutions.
- Track record of success in delivering productivity and revenue growth.
- Demonstrated ability in business development through networking.
- Competent in the use of Microsoft Office products