Site Director - UK BPO  

As the Site Director, you will lead and represent the full operational, cultural, and strategic execution of our Sigma Operational site. You will ensure the delivery of outstanding client outcomes, employee engagement, compliance, and commercial performance across all lines of business operating from the site. You will directly report to the Director of Operational Delivery.

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 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:

💻 You are an ambassador for Sigma Connected, you live and breathe our values every day and inspire others to do the same. You will lead all site-based operations, including Heads of Department (HODs) who are part of the Sigma site. You will oversee and be accountable for all operational KPIs including Client KPIs, customer satisfaction (CSAT/NPS), efficiency (AHT/FCR), and people metrics including absence and attrition. You will focus on creating a safe, high-performing, and values-driven environment where our people thrive, our clients see value, and our business grows.

You will also act as the senior site-level representative in client interactions and strategic reviews, as well as support the Client Account Managers (HOCAMs) and HODs in resolving escalations, mitigating risks, and driving continuous improvement. You will represent the site in executive steering committees for business reviews, and foster a high-performance culture built on trust, recognition, development, and accountability. You will also drive all site-level employee engagement, wellbeing, and retention initiatives ensuring buy-in from all leaders and accountability for any deliverables.

You will facilitate all site-level employee engagement, wellbeing, and retention initiatives ensuring buy-in from all leaders and accountability for any deliverables, you will also implement equity, and inclusion, and uphold our code of conduct and values and ensure all my leaders do the same. You will ensure adherence to all regulatory, contractual, and internal compliance requirements (HR, IT, security, health & safety).

You will lead regular governance forums such as (operational reviews, compliance audits, and site risk registers), as well as focus on site-level budget, productivity, and profitability targets. You will also support with strategic planning, workforce planning, and transformation initiatives.

What Amazing people will bring to the role:

💡You are a leader with at least 7+ years of experience as a Head of Operations/Department within a BPO environment. You are very people-focused and will be involved in various strategic planning, resource allocation, human resources modelling, leadership techniques, production methods, and coordination of people and resources. You are an out-of-the-box thinker with a solid understanding of business objectives, and you can plan strategically and execute operationally.

 You are also competent and transparent in your approach when interacting with various internal and external stakeholders. You are energetic and vibrant and can easily adapt to change, you have excellent analytical skills, and you always aim to empower and encourage others around you.

Requirements:

• You have 7+ years experience as a Head of Department/Operations within a BPO environment (Essential)
• You have 7+ years of experience working in BPO operations, process improvement, or enablement roles (Essential)

• You have a Matric (Grade 12) or equivalent qualification

• You are a people leader with a values-driven approach to leadership
• You have a strong understanding of contact center operations, KPIs, and support environments
• You have proven experience in leading and driving transformation or change management at scale
• You have experience of managing escalations including client escalations to resolution at a senior level
• You have expertise in SOP design, tool/process rollouts, and cross-functional collaboration
• You are skilled in program/project management and stakeholder engagement
• You can translate operational insights into actionable frameworks and enablement tools
• You are passionate about coaching, structure, and setting others up to win
• You are an innovative and resilient leader who can manage pressure really well
• You have experience in creating and implementing an excellent team dynamic and culture

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!