Job Description

What being part of the Sigma Family means for you:

Contact Strategy Analyst

As a Contact Strategy Analyst, you will help build and enhance Sigma's Omni Channel Contact Strategies by recommending strategy improvements and optimization for customer journeys across our client base. You will be required to work with the analytics team to extract information from various data sources, use data analysis techniques to identify areas of opportunity, using champion challenger testing, implement new strategies to offer customers an improved customer journey and our clients a more efficient contact strategy.You will be reporting directly to the Director of Operational Delivery.

Location:

Diep River, Cape Town

Sigma Family

At Sigma, we stand out and have now been acknowledged 3 years in a row by the Sunday Times as one of the Best Places to Work - voted by our people.


Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That's why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various 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 by making your traveling journey to work easier with the amazing shuttle services that we offer our employees.

Fuel Up & Connect

- Our Food Trucks are here with healthy bites and comfort treats to keep you energized and smiling all day!

Pamper Yourself

-Visit our unisex Beauty Parlor for brow threading, nails, lashes, waxing and lovely full body massages. Because feeling fabulous is part of the journey!

Your Health Matters

-We have a nurse on-site to assist with any female health-related queries, support when you need it most.

Your Vision, Our Mission, All Done Where You Work

- We're bringing eye care to you! From eye testing to trendy spectacles, it all happens onsite for your convenience!


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.


A bit more about the Opportunity...:

What Your Day-to-Day Will Look Like

You will develop and maintain contact strategies reflecting business requirements, considering business processes, systems architecture, and regulatory requirements. (collections / sales / customer service). You will drive forward multichannel contact strategies that deliver enhanced value for Sigma and our clients. You will monitor and analyze the performance of current strategies, providing understanding on performance and recommendations for improvements (customer satisfaction, return on investment, and efficiency). You will ensure that dialler performance is maximized and potential efficiencies are highlighted. You will benchmark, review, and improve live strategies. You will communicate the collections strategy and gain buy-in from stakeholders across the business and clients.

You will ensure compliance of contact strategies within the relevant regulatory environment. You understand activity-based costing to establish a "strategy cost." You will support different business areas with the implementation of new processes within their area. You will create Visio workflows to demonstrate how accounts flow through the contact strategies and work with the development team to code and deploy. You will complete quality control checks to ensure accounts move through the workflow correctly, identifying and eliminating any potential 'black holes.
What amazing People will bring to the role:

You are a logical thinker and can take initiative when necessary. You will analyze and review information and data to formulate recommendations and options to enhance strategies based upon analysis of data and trends. You have good understanding of OMNI channel features such as WebChat, Social Medial Channels, IVM and Email. You have a strong numerical background and excellent interpretive skills, enabling you to make well-informed recommendations.

Requirements

You have strong understanding of OFCOM regulations (essential) You have previous experience working within a call centre / dialler environment (essential). You have previous experience working within a DCA role. (desirable) You have an in-depth understanding of the Collections Cycle (desirable). You have strong stakeholder and communication skills. You have excellent data manipulation skills using Excel and other IT packages. You have great oral/written presentation skills. You have concern for accuracy & attention to detail. You have time management & organization skills.

Simple and Straight Forward Recruitment.

We don't 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, we'll proceed with further shortlisting & start your application process.

If you like the sound of being part of the Sigma Family, then don't wait and get applying!