Head of Operations - Utilities (UK BPO)
The Head of Department/Operations will oversee operations across key accounts, with a strong focus in working with Kraken systems within a UK Energy/Utilities environment. You will work closely with internal stakeholders, from the Senior Leadership Team (SLT) to Operational Managers at our Cape Town site, collaborating with training, analytics, resource planning, and implementation teams. This role involves managing offshore contact centre operations in alignment with approved plans, budgets, and schedules to achieve targeted productivity, performance, and financial objectives. You will report directly to the Site Director.
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 will assist the Executive team with client contract proposals, and you will identify and remove performance barriers to meet performance targets. You will also Implement, control, and manage the departmental resources and procedures within approved budget guidelines. You compile and present budget reports regarding expenditures to keep the EXCO appropriately informed of the department’s budget position. You will also manage the utilization of staff in line with the budgeted manning, and you will implement continuous improvement strategies on all work processes and policies to improve service and quality standards.
You will investigate long-term contractual arrangements with vendors and service providers to ensure continued suitability. You will develop and maintain an appropriate network of contacts, you will also manage contact center performance in line with Sigma policies and procedures to meet performance targets. You maintain an effective working relationship with clients/stakeholders and undertake all communication on the issues specific to the offshore contact center operations, and you will negotiate economically sound service level agreements.
You will engage with clients daily and maintain client/stakeholder relationships, you will also discuss the company’s performance and proactively address and act on performance shortfalls. You have demonstrated knowledge of principles and processes to provide excellent customer and personal services.
💡You’re a people‑powered leader who brings strategy, heart, and high performance together. You blend strong strategic planning with smart resource allocation, modern leadership techniques, and seamless coordination of people and processes, always with a focus on unlocking potential and elevating the culture around you. With solid experience working on Kraken systems in a UK Energy/Utilities environment, you understand both the tech and the human element behind operational success.
You think beyond the obvious, connecting business objectives with practical, on‑the‑ground execution. Your approach is transparent, collaborative, and grounded in meaningful engagement with internal and external stakeholders. You thrive in fast‑changing environments, you are energetic, vibrant, and adaptable, you make use of your sharp analytical skills to solve problems creatively and move teams forward with confidence.
At your core, you’re committed to empowering others, inspiring growth, and creating space for people to succeed. You don’t just lead, you lift, you energize, and you set the tone for a high‑performance, people‑first culture.
Requirements:
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!
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