Service Delivery Manager

Service Delivery Manager - UK BPO

As a Service Delivery Manager, you are responsible for leading the performance and development of Team Managers and their teams, ensuring operational excellence and high staff engagement, and delivering on client requirements. You will focus on achieving key performance indicators (KPIs), driving continuous improvement, and building strong relationships with stakeholders. You will report directly to the Operations Manager.

Location: Diep River, Cape Town

Who are the Sigma Family?

At Sigma, we are different and recognized in May 2023 by the Sunday Times as one of the best places to work. Our mission statement is to #ImproveEverythingAlways and at the heart of this is our People. This is why we are looking for amazing individuals to join and work on behalf of our clients to provide high-level customer service across several industries.

What being a part of the Sigma Family means for you!

Career development and opportunities to apply for internal promotions following your probationary period.

Monthly, Quarterly and Annual awards with marvelous prizes.

• ️ Resources such as the Employee Assistance Program (EAP) and Mental Health First Aiders to support you when life might not be going quite as you expected.

Receive a tree in the Sigma Forest when you pass probation. This will allow you to review how your tree is reducing your carbon footprint.

Medical Insurance - Covers doctor visits, optometrist appointments and dental assistance, funeral cover, Group Life Cover, which are all Free from the Sigma Family to you.

Transportation Benefits - Accommodate making your traveling journey to work easier with the amazing shuttle services that we offer our employees.

Join communities and collaborate with your colleagues on our internal Social Media platform.

The opportunity to be a part of an equal, diverse, and inclusive workplace - all amazing people are welcome in the Sigma Family.

What Your Day-to-Day Will Look Like:

Youll be working onsite and leading the members of the Operations. Youll be reporting to an Operations Manager and will be responsible for leading, guiding, coaching, and supporting the team to achieve their KPIs. You will coach and develop your team to thoroughly unpack the customers situation to provide financial, insurance & customer support. You will follow up on attendance and agree on set goals with team members covering performance, quality, and development areas. You will focus on the career and skills development of team members.

You will deal with people-related problems, such as absences and disciplinary matters. You will drive the achievement of targets by keeping your team members engaged and driven. You will manage staffing needs, productivity, and quality. You will manage employees by ensuring continuous communication, feedback, and motivation and driving our Sigma values. You will deliver accurate reporting and ensure company policies and procedures are communicated to the team.

You are a natural-born leader, who is vibrant, energetic, and full of charisma and determined to make this role your own. You are a person who is passionate about delivering exceptional customer service. You are forward-thinking and driven to always be your best. You thrive in driving performance and cultivating great relationships with internal and external stakeholders. You are a confident leader who strives to achieve the best results possible. You embrace change and deliver excellent customer service through various platforms. You have the willingness to learn and an ambition to shine!

Requirements:

• You have a matric (Grade 12) or equivalent qualification
• You have 2-3 years of Team Management experience in Telecommunications within a UK-BPO environment
• You have excellent stakeholder management
• You can handle complex scenarios and personalities
• You can display a strong sense of resilience whilst under pressure
• You have great resilience in high-pressure environments
• You have excellent Soft Skills

Simple and Straight Forward Recruitment.

We dont see the value in making candidates jump through hoops. Once we receive your application via ICIMS, if you meet all relevant criteria as stipulated on the advert, well proceed with further shortlisting & start your application process.

If you like the sound of being part of the Sigma Family then dont wait and get applying!