Contact Strategy Analyst

As a Contact Strategy Analyst, you will develop and enhance Sigma’s omni‑channel contact strategies by identifying opportunities to improve customer journeys across our client base. You will work with the analytics team to extract and interpret data, pinpoint areas for optimization, and use champion‑challenger testing to implement and refine new strategies. In this role, you will help deliver a better customer experience, improve client contact efficiency, and support ongoing performance enhancement from onboarding through the full contract lifecycle. You will report directly to the Director of Operational Delivery.

Location: Cape Town

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 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 by making your traveling journey to work easier with the amazing shuttle services that we offer our employees.

🍕 Fuel Up & Connect - Our Food Trucks are here with healthy bites and comfort treats to keep you energized and smiling all day!

💅 💪 Pamper Yourself - Visit our unisex Beauty Parlor for brow threading, nails, lashes, waxing and lovely full body massages. Because feeling fabulous is part of the journey!

💖 Your Health Matters - We have a nurse on-site to assist with any female health-related queries, support when you need it most.

🤓 Your Vision, Our Mission, All Done Where You Work - We’re bringing eye care to you! From eye testing to trendy spectacles, it all happens onsite for your convenience!

💻 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 develop and maintain contact strategies reflecting business requirements considering business processes, systems architecture, and regulatory requirement. You have a solid background in collections, sales, customer service). You will drive multichannel contact strategies that deliver enhanced value for Sigma and our clients. You will monitor and analyze the performance of current strategies providing understanding on performance and recommendations for improvements (customer satisfaction, return on investment and efficiency).

You will ensure that dialler performance is maximized and potential efficiencies are highlighted, you will also benchmark, review, and improve live strategies. You will also communicate the collections strategy and gain buy-in from stakeholders across the business and clients, as well as ensure compliance of contact strategies within the relevant regulatory environments. You will also understand Activity Based Costing to establish a “strategy cost”, as well as support different Business areas with the implementation of new processes within their area. You will work closely with all other support teams and ops teams to ensure the strategy is optimizing all aspects of performance. You will also create Visio Workflows and Dev Instructions to demonstrate how accounts flow through the contact strategies and work with development team to code and deploy.

You will also complete quality control checks to ensure accounts move through the Workflow correctly, you will also focus on identifying and eliminating any potential ‘black holes. You will work closely with the CRM team to ensure client data is utilized correctly in line with the agreed strategy & workflows. You will also pro-actively review all existing strategies on a periodical basis for improvements, new channels, wastage, and cost-effectiveness. You will scan the horizon for new technology, new contact channels and any new regulations that may impact our strategies, you will also analyze and review information and data to formulate recommendations and options to enhance strategies based upon analysis of data and trends.

💡 You are an experienced Contact Strategy expert with a logical, strategic mindset. Highly proactive, you take initiative when needed and have a solid understanding of omni‑channel features such as WebChat, social media channels, IVM, and email. You bring proven experience in developing or influencing contact strategies, supported by a strong numerical background and excellent interpretive skills that enable you to make well‑informed recommendations.

Requirements

• You have a strong understanding of OFCOM regulations (Essential)
• You have previous experience working within a call centre / dialler environment (Essential).
• You have an in-depth understanding of the Collections Cycle (Desirable).
• You have strong stakeholder and communication skills.
• You have excellent data manipulation skills using Excel and other IT packages.
• You have great oral/written presentation skills.
• You have excellent attention to detail with proven experience building/influencing contact strategies.
• You are a team player with excellent stakeholder management and presentation skills.
• You have good analytical/ numerical skills
• You can interpret data and make appropriate recommendations
• You have great concern for accuracy & attention to detail

 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!