In todays iNTTerconnected world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the worlds most significant technological, business and societal challenges.
With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.
Want to be a part of our team?
The purpose of this position is to take overall responsibility for the performance and ongoing development of the Contact Centre functions, ensuring delivery of contractual obligations and client relationship development.
Working at NTT
People Management
- Leadership
- Leads by example in living the values of the organisation
- Ensures the department is fully equipped to handle the work load and distribute work flow
- Coaches to ensure a full understanding of consequences of errors
- Creates an environment that fosters team work and co-operation amongst team members
- Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives
- Communicates effectively, building and maintaining relationships
- Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation
- Attraction & Selection
- Ensures appropriate staffing and action accordingly
- Identifies need for creation of position and forward recommendation to direct manager and HR
- Ensures appointments are in line with EE targets / strategy
- Selects and places candidates in terms of agreed recruitment and selection process
- Retention
- Develops and empowers people, recognizing and rewarding value-added performance
- Training and Development
- Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
- Monitors implementation of training needs as per individual development plans
- Guides in Career Pathing and ensures Succession Planning
- Identifies, manages and develops talent
- Assumes responsibility for identifying key roles and potential successors for the roles
- Ensures successors are placed within an acceptable time frame.
- Performance Management
- Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs
- Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action
- Take responsibility for the ongoing support of the operation to ensure sustained and profitable growth throughout the contractual lifecycle
- Provides input into setting the operational budget, and responsibility for managing and administering the budget allocation on an ongoing basis
- Ensures that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements
- Ensures billable hours are delivered to target
- Operations
- Ensures all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed and cascaded throughout the operation
- Ensures the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements
- Identifies areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols
- Assumes accountability for any projects undertaken by the business unit, ensuring that effective management occurs and deliverables are achieved in a timely and cost-effective manner
- Ensures consistency and standardisation with the clients other operations
- Drives the business unit to successful achievement of all contracted obligations
- Client Relationships
- Provides effective operational client management and ensure that all client engagements are managed professionally and ensure that these demonstrate the Merchants values at all times
- Be the main point of contact for the Client.
- Works with the CRM to ensure communication to the client is effective
- Ensures the operational goals and vision is actioned in collaboration with the client
- Works with the support services teams to action business change and service improvement
Join our growing global team and accelerate your career with us. Apply today.
A Career At NTT Means
- Being part of a global pioneer where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40, 000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
- Being at the forefront of cutting-edge technology backed with a 150-year heritage of using technology for good. With 40% of the worlds internet traffic running on our network and where Emoji were first invented, you can be proud of the groups many new firsts.
- Making a difference by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
- Being your best self in a progressive Connected Working environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
- Having ongoing opportunities to own and develop your career with a personal and professional development plan and access to the broadest learning offerings in the industry.
