Job Description

What being part of the Sigma Family means for you:

Universal Control Lead

We are currently looking for more amazing people to join the Sigma Family as a Universal Control Lead. Before we tell you more about this opportunity, let us share why you should join us at Sigma. You will report to a Universal Control Manager.

Who are the 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 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:

Coordinates recovery caused by business continuity issues. You must be comfortable in a position affording visibility and interface with senior management ability to foster strong relationships with staff and all internal and external stakeholders. You must monitor the operation's frontline behaviours, efficiency, and availability for use in planning and report deficiencies and opportunities to operations and management teams. You must have strong verbal and written communication with excellent attention to detail. Ensuring the compilation and distribution of schedules aligned to contact centre requirements, with the inclusion of annual leave management. You must identify the characteristics that make staffing challenges unique and the implications of over- and under-staffing.


You must ensure team members have clear and realistic targets/goals, which are assessed quarterly through the KPA performance management reviews. You must have experience working effectively within a Planning/Real Time environment, sharing knowledge & learning openly and honestly. You must have exceptional client focus and the ability to utilise data and analysis to provide practical solutions to issues. Supporting the output for Planners and schedulers to ensure that all functions are professionally and timely executed. You must have previous experience with Workforce Management Systems (Nice IEX preferable). You must manage the team's absenteeism in line with the Company's Absence Management Policy i.e. return to work etc.


What amazing People will bring to the role:

What Amazing People Will Bring to the Role:

Managing the Real Time Monitors & Universal Control Analysts across the Sigma estate to ensure effective delivery across the real time function from sign off to live day to post live day analysis. Main point of contact and accountability for ensuring a balance of live week/day planning satisfaction, Sigma Operations engagement, planner engagement/maintenance, margin assurance and supporting the drive for a positive WFM culture on their respective accounts. Managing (performance level control process) from Client request into each functional area of the Universal Control Team, through to on-the-day delivery (effectiveness measured by margin, schedule fit, operational conformance, operational adherence, and Client/Operations engagement scores).


To fully understand the main contractual KPIs expected to be delivered within the accounts and ensure that the appropriate plans are in place and the team are aligned behind them. Always strive for better ways to do things. With primary focus on traditional Planning improvements (but not limited to), analyse trends in data and Ops/Client feedback to identify and drive improvement initiatives. Drive best practice across the live week/day, ensuring the right tools, processes and techniques are being used to deliver a quality assured planning service ensuring the right people are in the right place at the right time. Accountable for the delivery, maintenance and evolution of a standardised Planning Toolkit working closely with Planning peers to evolve and improve. Supporting the setup and layout of a Universal Control service introduction for new accounts.


Supporting UTC outputs, operating rhythm and ensuring processes are documented and maintained.

Requirements:

Minimum 2 years' experience in workforce essential 2 years' experience in managing a team essential Resource Planning experience encompassing the full planning cycle Team management and leadership experience Knowledge of WFM tools Analytical mindset with the ability to interpret performance data and recommend real-time actions or escalations. Ability to work in a high-pressure, fast-paced environment with strong time management and prioritization skills Strong understanding of workforce planning functions: real-time adherence, intraday management, shrinkage tracking, and schedule optimization. Proficiency in reporting tools such as Excel, Google Sheets, Power BI, or other WFM platforms (e.g., Genesys, Verint, NICE, Teleopti) Proven experience in a Real-Time Management (RTM) or Workforce Management (WFM) environment - preferably in a BPO or contact center setting Flexibility to support rotational shifts or weekend operations as required Extensive knowledge of WFM processes, procedures and methodologies Stakeholder management experience Intermediate knowledge of call centre management and all related calculations Intermediate knowledge of various forecasting/scheduling software Strong organizational skills Ability to communicate call centre data/forecasts to all levels of employees in an understandable fashion Ability to work independently with minimal supervision. The capability of problem-solving

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!