Job Description

The purpose of the After Hours HOD is to develop and implement strategic plans to improve the operational efficiency and profitability of the department/contact centre.

Head Of Department Insurance

We are currently looking for more amazing people to join the Sigma Family, this time as a Head Of Department. Before we tell you more about this opportunity, let us share why you should join us at Sigma.

Location: Sigma Retreat/Diep River

Hours: Shifts (Mon Sun)

Salary: Competitive

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:

REQUIREMENTS:

• At least seven years management experience in customer service/collections contact center environments of 500 or more employees.
• At least 3-5 years operational management experience of a International Insurance campaign/portfolio (Essential)
• Quantifiable experience in managing offshore contact center portfolios. (Specifically, UK experience is highly advantageous)
• Experience in outbound sales will be a distinct advantage.
• Excellent understanding of the customer contact center 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

What Amazing People Will Bring to the Role:

KNOWLEDGE/EXPERIENCE:

• Experience in customer service/collections and/ credit management will be a distinct advantage.
• Knowledge of HR labour laws
• Manage contact center 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.

Simple and Straight Forward Recruitment.

We dont see the value in making candidates jump through hoops. Once youve sent us your CV, if we think we have a suitable position for you, well contact you for a short telephone conversation. If you seem like a potential new member of the Sigma Family, you will then be invited to one of our Talent Sessions or a 121 interview. And thats it, if successful youll be given a start date and contacted by our amazing onboarding team to get you ready for day 1.

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

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