Team Leader at Sigma Connected

• As a Team Leader, 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. You will report directly to the Service Delivery manager.

What Your Day-to-Day Will Look Like

• You will coach and develop the team into a high-performance culture, and focus on staffing needs, productivity, and quality. You will 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.
• You will oversee various functions such as follow-up on attendance, coaching, and closing off any gaps relating to their KPI's. You will agree and set goals with team members for performance, quality and development with team members. You will focus on the 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 and consistently meet and exceed internal management and client service level agreements (SLAs). You will maintain high standards of professionalism and compliance, and you will address people-related challenges, such as attendance issues and disciplinary matters, swiftly and fairly, promoting a positive work environment.

What Amazing people will bring to the role

• You have experience in loans and collections will be a distinct advantage. You have great knowledge of managing agent performance in line with Sigma policies and procedures to meet performance targets. You are able to manage 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 coach, develop and motivate direct reports. You manage the scheduling, and performance of employees. You are competent in the use of Microsoft Office products.

Requirements:

• Must have 1 - 2 years’ loans or collections background (preferably UK based)
• Must have 1 - 2 years’ Team Leader experience
• Must have demonstrated experience in coaching, mentoring, and developing others, preferably within a contact centre or team-based environment 
• Must have knowledge of performance management practices, including setting goals, monitoring KPIs, and supporting improvement 
• Must have experience in handling people-related matters such as attendance, conflict resolution, and performance gaps 
• Must be proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) 
• Must have excellent verbal and written communication skills, with a strong command of the English language 
• Must be resilient under pressure, with the ability to remain solution-focused in high-paced environments 
• Must have familiarity with SLA expectations and client-driven performance targets 
• Must be flexible and adaptable, with a mindset of continuous improvement and team success