Sigma International – Head of Department | Utilities<\/p>\n
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Job Title: Sigma International – Head of Department | Utilities<\/strong> Job Summary:<\/strong> REQUIREMENTS:<\/strong> COMPETENCIES REQUIRED:<\/strong> Experience in customer service\/collections and\/ credit management will be a distinct advantage. Our business revolves around Business Process Outsourcing \u2013 we help run businesses more effectively and efficiently by taking responsibility for various processes.<\/p>\n 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.<\/p>\n 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.<\/p>\n
\nLocation:<\/strong> South Africa<\/p>\n
\nThe Head of Department is responsible for developing and implementing strategic plans to improve the operational efficiency and profitability of the contact centre,
\nJob Description
\nThe purpose of the HOD is to develop and implement strategic plans to improve the operational efficiency and profitability of the department\/contact centre.<\/p>\n
\nAt least six years\u2019 management experience in customer service\/collections contact centre environments of 500 or more employees.
\nQuantifiable experience in managing off-shore contact centre portfolios. (Specifically, UK experience is highly advantageous)
\nExperience in outbound sales will be a distinct advantage.
\nExcellent understanding of the customer contact centre industry and associated technological solutions.
\nTrack record of success in delivering productivity and revenue growth.
\nDemonstrated ability in business development through networking.
\nBusiness degree or relevant company-based training.
\nCompetent in the use of Microsoft Office products<\/p>\n
\nSoundtrack record in managing workplace relations
\nLeadership skills
\nExcellent planning and organisational skills
\nGood writing and effective communication skills
\nWorking experience of MS Office Suite at Intermediate Level
\nDemonstrated commercial acumen.
\nHigh-level ability in people management including leading, motivating and developing direct reports and customer-facing employees.
\nDemonstrated decision-making skills in a fast-moving, team-based environment.
\nManaging client relationships.
\nKNOWLEDGE\/EXPERIENCE:<\/p>\n
\nKnowledge of HR labour laws
\nManage contact centre performance in line with Sigma policies and procedures to meet performance targets.
\nManage utilisation of staff in line with the budgeted manning.
\nManage costs to operate within budget and initiate cost-saving measures.
\nIdentify and remove performance barriers to meet performance targets.
\nManage the resolution of customer\/ client problems and complaints.
\nMaintain up to date knowledge of developments in clients\u2019 markets, products and services.
\nCoach, develop and motivate direct reports.
\nManage the recruitment, training, scheduling and performance of employees.
\nEnsure effective computer hardware, software and telecommunications systems are maintained.
\nAbout Sigma, part of the Digicall Group<\/p>\n