Quality & Coaching Team Manager - UK BPO

at  Sigma Connected Group

QUALITY AND COACHING TEAM MANAGER

We are currently looking for more amazing people to join the Sigma Family as a Quality and Coaching Team Manager. Before we tell you more about this opportunity, let us share why you should join us at Sigma.

A bit more about the Opportunity:

• Your title: Quality and Coaching Team Manager
• Your hours: 9h00am-18h00pm
• Where you work: Onsite

MINIMUM REQUIREMENTS:

• You have at least 1 years Management experience or at least 2 years’ experience in Quality Assurance.
• You have proven experience of managing teams, ideally across multiple locations.
• You have strong working knowledge of the client’s processes, expectations and systems.
• You have demonstrated success in managing, leading and developing people.
• You have evidence of consistently achieving quantitative and qualitative performance measures.
• You have demonstrated knowledge of quality assessment processes.
• You have an understanding of quality assessment principles and processes.
• You have an understanding of contact centre staff’ statistical performance reporting.
• You are IR clear.
• You have met All KPIS, over the last three (3) months.
• You have been signed off probation.

You have strong analytical skills, with expertise in analysis of performance metrics for call centre operations. You are able to establish and maintain effective working relationships at a management level and have a minimum of 3 years’ experience directly related to a quality or support role. You also have at least 1 years’ experience in a supervisory or management role, with proven experience of managing teams, ideally across multiple locations. You have an excellent knowledge of client processes, expectations and systems. You are passionate about developing others and are comfortable with developing and implementing strategies to improve performance.