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Job Title: Sigma International – Operations Manager – BPO -Utilities UK
Location: South Africa

The Operations manager is responsible for the planning, implementation, management and evaluation of productivity, profitability, service level adherence and compliance.

REQUIREMENTS:
At least three years’ management experience in customer sales and/ service contact centre environments of 70 or more employees.
Proven experience managing Team Managers and Junior Managers
Quantifiable experience in managing off-shore contact centre portfolios. Specifically, UK experience is preferred.
Demonstrated commercial acumen.
Track record of success in achieving productivity and revenue targets.
Experience in Utilities will be a distinct advantage.
High level ability in people management including leading, motivating and developing direct reports and customer-facing employees.
Track record of success in managing client relationships.
Strong numerical ability.
Demonstrated decision making skills in a fast moving, team based environment.
High level written and spoken communications skills in English.
Good understanding of the customer contact centre industry and associated technological solutions.
Business degree or relevant company-based training.

COMPETENCIES REQUIRED:
Sound track record in managing workplace relations
Leadership skills
Excellent planning and organizational 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.

KNOWLEDGE/EXPERIENCE:
Experience in utilities 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 direct reports.
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.

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

To Apply:

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