Job Description

What being part of the Sigma Family means for you:

Universal Control Analyst

As a Universal Control Analyst, you provide leadership, guidance, and support to the Universal Control Team. You will collaborate within the BPO Resource Planning function, partnering with strategic and tactical planning teams to ensure effective planning and real-time service delivery across multiple accounts, this includes addressing diverse client needs, adhering to Sigma Operations requirements, and fostering our company. You will report to the Universal Control Lead.

Location:

Cape Town

Sigma Family

At Sigma, we stand out and have now been acknowledged 2 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 marvellous 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 travelling 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.


A bit more about the Opportunity...:

What Your Day-to-Day Will Look Like:

The purpose of the role will be to manage the call volume and daily attendance, optimize break schedules, and ensure the correct skill sets are assigned to relevant staff. You will have experience in running the daily operation of real-time, demonstrating knowledge of performance daily, as well as implementing excellent planning and organizing skills. You will have a great degree of experience in managing stakeholders and have excellent planning and organizing skills. You will manage the call volume and daily attendance and optimize break schedules.


You will ensure the team delivers effective scheduling and understands impacts to the wider business. You will optimize offline activity in line with demand, and you will make sure the correct skill sets are assigned to the relevant staff. You will have current/live week schedule adjustments on IEX and ensure that agents are assigned correctly on IEX. You will also support flagging major system issues to operations.


You will work closely with the operations team to analyze and help improve their delivery processes and produce daily, biweekly, and monthly internal reports.


What amazing People will bring to the role:

What Amazing People Will Bring to the Role:

You are currently working in the RTA/ WFM space, and you have 12-18 months of extensive WFM experience. You can plan, prioritize, and organize effective/meticulous thorough knowledge of computer software. You are proficient in Microsoft Office and possess advanced Excel abilities. You demonstrate flexibility to adapt quickly to departmental changes and conditions. You are initiative-taking with an ability to learn and apply the latest information quickly, work independently, and take initiative.

Requirements:

You have Matric (Grade 12) or equivalent qualification You have 12 to 18 months of extensive experience in Workforce Management/Real Time within a UK-BPO environment (essential) You are tech Savvy & Smart and can manage complex scenarios You display a strong sense of resilience whilst under pressure You can work flexible hours on weekends when required. You have excellent verbal, written and communication skills You are excellent with internal and external stakeholder management

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 will 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!