Job Advert Summary Sigma SA, is a business processing operation based in Diep River and Retreat, Cape Town. We are seeking to employ a Head of UK Operations to join our dynamic team.To purpose of the position of the Head of UK operations is to develop and implement strategic plans to improve the operational efficiency and profitability of the contact centre. Minimum Requirements At least seven years’ management experience in customer sales and/ service contact centre environments of 500 or more employees.Quantifiable experience in managing off-shore contact centre portfolios. (Specifically, UK experience is preferred.) Experience in collections and/ credit management will be a distinct advantage.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.Business degree or relevant company-based training.Competent in the use of Microsoft Office products.COMPETENCIES REQUIRED:Sound track record in managing workplace relations Leadership skillsExcellent planning and organisational skillsGood writing and effective communication skillsWorking experience of MS Office Suite at Intermediate LevelDemonstrated 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. Duties & Responsibilities Manage contact centre performance in line with Sigma policies and procedures to meet performance targets.Manage utilization 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.Keep the business abreast of feedback, trends, risks, issues and opportunities.Implement continuous improvement strategies on all work processes and policies to improve service and quality standards.Develop and implement a business plan for the customer contact centre to achieve the organisation’s strategic objectives. Investigate long-term contractual arrangements with vendors and service providers to ensure continued suitability. Sigma SA Pty Ltd is an authorised Financial Services Provider. FSP:45643 NCRCP7080
