Descrição
We are looking for a professional, high-performance individual with exceptional leadership, negotiation and client liaison skills, to be responsible for managing and leading a team of agents._
REQUIREMENTS:
- Matric/Grade 12 Certificate
MUST HAVE minimum of 2 years recent Team Management experience in a contact centre (BPO environment advantageous):
Clear credit and criminal record
- Must be available to work rotational shifts, weekends and public holidays
- Expert skills in the use of Microsoft Office products, particularly Excel
- Effective communication skills (verbal, written and presentation)
COMPETENCIES REQUIRED:
- Excellent Communication Skills, particularly good written English essential
- Proven Leadership Skills
- Strong Collections orientation
- Planning and organising
- Building and maintaining relationships
- Ability to mentor and develop a team for high performance
- Manage successful performance
- Conceptual thinking
- Ability to persuade and influence
- Proven ability to cope with pressure and setbacks
- Strong drive and perseverance
- Attention to detail
KNOWLEDGE/EXPERIENCE:
- Previous experience within a similar role
KEY RESPONSIBILITIES:
- Follow up on attendance
- Agree on set goals with team members covering performance, quality and development areas
- Focus on career and skills development of team members
- Resolve people-related problems e.g. conflict of interest, absenteeism and disciplinary matters
- Drive the achievement of targets
- Manage and maintain focused and highly motivated team members
- Coach and develop the team into a high-performance culture
- Manage staffing needs, productivity and quality
- Manage Employees by ensuring continuous communication, feedback, motivation and Company Behaviours are being lived
- Accurate Reporting
- Ensure company policies and procedures are communicated to the team
- Ensure that daily/monthly Collections targets are met
About Sigma, part of the Digicall Group
Our business revolves around Business Process Outsourcing - we help run business’s more effectively and efficiently by taking responsibility for various processes.
At Sigma, we believe in serving people and changing lives. Through a diverse and inclusive service offering and partner network, we believe that whatever your need, we have a solution for you. Our business is to be there for your business when it matters most.
Sigma is part of the Digicall Group which is a preferred service partner providing a range services in diverse segments such as contact centre management, insurance claims administration, claims assessment and adjudication, supply chain management and tailor-made bespoke solutions which meet customer demands in a responsible, cost-effective and sustainable way.
Mission Statement:
- Our new mission is To improve everything Always! We’ll do this by living our values _
Core Values:
Sigma has created four Core Values that the business and all employees stand by, they help drive our behaviors and what our brand stands for.
- #Always Learning _- because the more we learn the more we achieve
- #Always Adapting_ - because flexibility creates opportunity
- #Always Together _- because we are part of our community, not apart from our community
- #Always Better_ - because we do more
Education:
- High School (matric) (preferred)
Experience:
- Team Manager: 1 year (required)