Workflow Manager

As the Workflow Manager you will take on a dedicated role within the Complaints Team, overseeing the allocation, prioritization, and management of complaint cases. You will ensure efficient workflow distribution by assigning cases appropriately across the team. You will monitor and enforce adherence to service level agreements (SLAs) to ensure timely resolution of complaints. You will balance workloads across team members to maintain productivity and prevent bottlenecks. You will support the team in delivering high-quality complaint resolution through effective workflow management and oversight. You will report to the Head of Operations.

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.

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!

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 will allocate complaints across the team based on case complexity, complaint age to support SLA compliance, and customer priority such as vulnerable customers or escalations. You will reallocate workloads from leavers or absent team members to maintain continuity. You will ensure fair and effective case distribution to maximise productivity across the team. You will monitor complaint age and track SLA deadlines, identifying and acting on cases approaching breach. You will reassign or escalate high-risk complaints where necessary to mitigate impact. You will prioritise aging complaints within allocation queues to support timely resolution. You will work with Operations Leaders to review progress on individual cases and ensure alignment on priorities. You will proactively manage backlog levels to maintain service standards. You will maintain and regularly update a team skills matrix, including product expertise, complexity handling capability, and accreditation levels.

You will allocate cases based on skill alignment, ensuring specialist complaints are assigned to specialist handlers and general queries to the wider team. You will ensure optimal use of team capability to improve resolution outcomes. You will monitor individual caseload volumes across the team and ensure an appropriate mix of case complexity per agent. You will adjust allocations on a daily and weekly basis to balance workloads effectively. You will maintain manageable case volumes to support both quality and efficiency. You will optimise team productivity while avoiding overburdening individuals.

What Amazing people will bring to the role

You will examine information thoroughly, ensuring all relevant data points are reviewed to support accurate decision-making and effective complaint management. You will adopt practical approaches by focusing on realistic, efficient solutions that can be implemented quickly to improve workflow and service delivery. You will interpret data confidently, translating complex figures and trends into clear insights that support operational performance. You will interact with people effectively, building strong working relationships with colleagues and operational leaders to support collaboration. You will articulate information clearly and concisely, ensuring key messages are understood by a range of stakeholders.

You will develop strategies that support efficient workflow management, SLA adherence, and high-quality complaint resolution. You will check things thoroughly, maintaining attention to detail to ensure accuracy, compliance, and quality standards are met. You will manage tasks effectively, prioritising work to ensure deadlines are met and workloads remain balanced. You will challenge ideas constructively, encouraging better solutions and improvements while maintaining a professional approach. You will direct people confidently, providing clear guidance and direction to ensure work is completed effectively and to the required standard.

Requirements

• You have 18 months + experience in managing work allocations and/or a background in Planning or Real-Time management (Essential)
• You have Complaints experience within a BPO environment (Desirable)
• You have an operational management background with a strong understanding of call centre, middle office, and back-office environments (Essential)
• You have strong analytical skills, with proven experience in turning data analysis into actionable insights.
• You have advanced IT skills and are fully competent in using the Microsoft Office suite, particularly Excel.
• You have a passion for working at a detailed level, down to individual agent performance, and are fully competent in using SIGMA and Client Power BI platforms to interpret and manage performance data.
• You have the ability to steer and influence operational leadership to achieve optimal outcomes.
• You have the confidence to challenge and be directive with operational leaders, always prioritising customers’ and clients’ interests.

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!