Team Leader: Agents

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

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?

• People Management
• Coaches the team in order to ensure quality of delivery meets the appropriate standard
• Measures and manages the team to ensure out-of-line situations are immediately addressed
• Communicates information in a timely, accurate and understood manner to all team members
• Ensure that all Human Resources policies and procedures are observed
• Communication and Feedback
• Conduct team briefs as scheduled by the work force management team and inline with the weekly focus agenda set by the Operations Managers
• Ensure regular feedback is given to Agents with regards to action plans that have been set
• Ensure all relevant business communications are communicated to the team as and when required
• Reporting and Administration
• Sign off Agents timesheets on a weekly basis
• Track and accurately update operational performance files for Agents on a weekly basis
• Compiling and sending reports as required by the business for relevant updates
• Customer Satisfaction
• Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
• Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
• Drive teams performance on systems and all metrics in accordance to the contractual obligation.

Working at NTT

The role of Contact Centre Management is to take overall responsibility for the performance and ongoing development of Call Centre Agents. The primary responsibility of Call Centre Management is to ensure the delivery of client contractual obligations.

Key Role And Responsibilities

• Manage operational costs through effective resource management
• Ensure that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements.
• Take responsibility for the ongoing support of the operation to ensure sustained and profitable growth throughout the contractual lifecycle
• Ensure all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed and cascaded throughout the operation
• Ensure the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements
• Identify areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols
• Assume accountability in any projects undertaken by the business unit, ensuring that effective management occurs, and deliverables are achieved in a timely and cost-effective manner
• Ensure consistency and standardisation with the clients other operations
• Maintain positive client relationships and alerts management to operational delivery issues.
• Provide effective operational client management and ensures that all client engagements are managed professionally
• Leads by example in living the values of the organisation and strives to ensure that the department is fully equipped to handle the workload
• Coach the team(s) to ensure a full understanding of consequences of errors
• Create an environment that fosters teamwork and cooperation amongst the team
• Ensure consistent compliance to company policies and procedures, corporate governance and relevant legislation
• Ensure appropriate staffing capacity requirements
• Develop and empower people, recognizing and rewarding value-added performance
• Continually strive to upskill and motivate employees through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

Knowledge, Skills And Attributes

• Understanding of Call Centre operations in terms of how people and technology work together for business optimisation
• Excellent ability to manage and lead a team of Call Centre Agents and other Call Centre operations team(s)
• Excellent verbal and written communication skills
• Deep technical expertise
• Ability to effectively plan and organise and work under pressure
• Understanding and application of Change Management principles and practices
• Ability to proactively find solutions to complex problems
• Excellent team player who displays good client service orientation with well-developed administrative and organisation skills
• Meticulous attention to detail
• Ability to build rapport and engage effectively with a variety of stakeholders

Academic Qualifications And Certifications

• Relevant Bachelors degree or equivalent in a Management-related field
• Relevant certification(s) requried

Experience Required

• Relevant demonstrated operations management experience gained within a Call Centre/BPO environment
• Relevant demonstrated experience operationally managing a team(s) within a Call Centre operations environment
• Proven experience coaching, developing and mentoring a team of Call Centre agents
• Proven leadership experience

What will make you a good fit for the role?

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.