Posted on :
9 Dec, 2022
9 Dec, 2022
The purpose of the Associate Director is to develop and implement strategic plans to improve the operational efficiency and profitability of the business and in addition to developing HOD’s.
Job Title: Sigma International – Associate Director
Location: South Africa
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.
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
Sound track record in managing workplace relations
Excellent planning and organisational skills
Good writing and effective communication skills
Working experience of MS Office Suite at Intermediate Level
Demonstrated commercial acumen.
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.
Managing client relationships.
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.
About Sigma, part of the Digicall Group
Our business revolves around Business Process Outsourcing – we help run businesses 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 of services in diverse segments such as contact centre management, insurance claims administration, claims assessment and adjudication, supply chain management, and tailor-made bespoke solutions meet customer demands in a responsible, cost-effective and sustainable way.
Our new mission is…To improve everything Always! We’ll do this by living our 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