Fresh Jobs at Sigma Connected

• The Head of Department/Operations will oversee operations across key accounts, with a strong focus in Customer Services and Collections within a Financial Services environment. You will work closely with internal stakeholders, from the Senior Leadership Team (SLT) to Operational Managers at our Cape Town site, collaborating with training, analytics, resource planning, and implementation teams. This role involves managing offshore contact centre operations in alignment with approved plans, budgets, and schedules to achieve targeted productivity, performance, and financial objectives. You will report directly to the Associate Director.

What Your Day-to-Day Will Look Like:

• You will assist the Executive team with client contract proposals, and you will identify and remove performance barriers to meet performance targets. You will also Implement, control, and manage the departmental resources and procedures within approved budget guidelines. You compile and present budget reports regarding expenditures to keep the EXCO appropriately informed of the department’s budget position. You will also manage the utilization of staff in line with the budgeted manning, and you will implement continuous improvement strategies on all work processes and policies to improve service and quality standards.
• You will investigate long-term contractual arrangements with vendors and service providers to ensure continued suitability. You will develop and maintain an appropriate network of contacts, you will also manage contact center performance in line with Sigma policies and procedures to meet performance targets. You maintain an effective working relationship with clients/stakeholders and undertake all communication on the issues specific to the offshore contact center operations, and you will negotiate economically sound service level agreements.
• You will engage with clients daily and maintain client/stakeholder relationships, you will also discuss the company’s performance and proactively address and act on performance shortfalls. You have demonstrated knowledge of principles and processes to provide excellent customer and personal services.

What amazing People will bring to the role

• You are a leader with a strong Customer Services and Collections background within a UK BPO Financial Services environment. You are very people-focused and will be involved in various strategic planning, resource allocation, human resources modelling, leadership techniques, production methods, and coordination of people and resources. You are an out-of-the-box thinker with a solid understanding of business objectives, and you can plan strategically and execute operationally.
• You are also competent and transparent in your approach when interacting with various internal and external stakeholders. You are energetic and vibrant and can easily adapt to change, you have excellent analytical skills, and you always aim to empower and encourage others around you.

Requirements:

• You have 5-7 years of experience in Senior Leadership within a UK BPO Financial Services environment (Essential)
• You have a strong Customer Services and Collections background (Essential)
• You have proven experience in dealing with FCA, OFCOM or OFGEm regulations
• You have a Matric (Grade 12) or equivalent qualification
• You have strong communication (verbal, written, presentation) skills
• You have intermediate skills working on Microsoft Office programs (Word, Excel, Outlook)
• You can understand data sets through regular reporting, and you are client-facing
• You have solid technical knowledge with the ability to understand various divisions within Operations.
• You have great attention to detail and time management ability
• You are excellent when working in pressured environments
• You can comprehend a great understanding of business ethics and values

go to method of application »

• 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

go to method of application »

• As our business continues to thrive and expand, we are searching for exceptional individuals to become part of the Sigma Family as Customer Service Advisors. Before delving into the details of this role, let us explain why joining us at Sigma is a fantastic opportunity.

What Your Day-to-Day will Look Like:

• You’ll be working from offices based in Woodstock, Cape Town. You will be responsible for handling inbound calls from customers who are seeking to set up a new insurance policy or who have additional questions from an online query. Alongside, the successful applicant will be required to respond to all incoming and outbound calls in a professional, courteous, and friendly manner using the relevant campaign guidelines, scripts and systems.
• With frequent calls, the pace is quick, ensuring a dynamic day assisting numerous people daily. You will work towards team goals and have a comfortable office setup at home, virtually connected with your team during shifts.
• Full training and ongoing coaching are provided throughout your career. While prior knowledge is not expected, you will need to have a willingness to learn and a drive to excel. If you possess these qualities, you are going to thrive here!

What Amazing People Will Bring to the Role:

• You are someone who is dedicated to providing outstanding customer service. Your commitment to your role shines through as you genuinely enjoy assisting people with their concerns, possessing excellent listening, communication, and empathy skills. Confidently, you engage with individuals to address customer inquiries and conflicts. Adapting to change comes naturally to you, comfortable both in independent work and team settings. Striving towards KPIs, you welcome feedback and maintain a positive outlook. You excel under pressure, diligently tracking your targets in a fast-paced work environment.

Requirements: 

• Grade 12 highest qualification – passed
• 1 years’ sales experience in a BPO environment
• Clear credit and criminal record is essential
• Effective written and verbal communication skills
• Accuracy and attention to detail is essential
• Ability to work well under pressure and meet required deadlines
• Track record of delivering results and exceeding stretching targets
   

go to method of application »

• As our business continues to thrive and expand, we are searching for exceptional individuals to become part of the Sigma Family as Sales Advisors. Before delving into the details of this role, let us explain why joining us at Sigma is a fantastic opportunity.

What Your Day-to-Day will Look Like:

• You’ll be working from offices based in Southern Suburbs, Cape Town. This campaign deals with inbound & outbound sales as well as various back-office pieces and general enquiries. Alongside, the successful applicant will be required to respond to all incoming and outbound calls in a professional, courteous, and friendly manner using the relevant campaign guidelines, scripts and systems.
• With frequent calls, the pace is quick, ensuring a dynamic day assisting numerous people daily. You will work towards team goals and have a comfortable office setup, connecting with your team during shifts.
• Full training and ongoing coaching are provided throughout your career. While prior knowledge is not expected, you will need to have a willingness to learn and a drive to excel. If you possess these qualities, you are going to thrive here!

What Amazing People Will Bring to the Role:

• You are someone who is dedicated to providing outstanding customer service. Your commitment to your role shines through as you genuinely enjoy assisting people with their concerns, possessing excellent listening, communication, and empathy skills. Confidently, you engage with individuals to address customer inquiries and conflicts. Adapting to change comes naturally to you, comfortable both in independent work and team settings. Striving towards KPIs, you welcome feedback and maintain a positive outlook. You excel under pressure, diligently tracking your targets in a fast-paced work environment.

Requirements:

• Minimum of 1 year sales experience in a BPO environment serving UK clients (essential)
• Excellent verbal communication skills with clear articulation
• Must have passed Grade 12 (Matric) — proof required
• Clear credit and criminal record
• Strong sales drive with a passion for achieving targets
• High level of attention to detail
• Ability to work independently as well as collaborate effectively within a team