Team Leader: Agents

2 weeks ago

Pretoria, Gauteng, South Africa NTT Ltd. Full time

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 today's '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 world's 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 outofline 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 costeffective manner
  • Ensure consistency and standardisation with the client's 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 valueadded 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
  • Ability to proactively find solutions to complex problems
  • Excellent team player who displays good client service orientation with welldeveloped adminis

  • Team Leader

    2 weeks ago

    Pretoria, Gauteng, South Africa AVBOB Full time

    The position of the Team Leader is it to lead a team of multi skilled call center agents within the customer service environment to ensure that all Service targets are met accordingly. Team Leaders are expected to maintain the quality of the service from the agents and to ensure that it is delivered in line with the AVBOB.You will be working for a company...

  • Bmw Team Leader

    2 weeks ago

    Pretoria, Gauteng, South Africa Ison Xperiences Full time

    BMW Financial Services Customer ServiceTeam Leader Based in Midrand The position of the Team Leader is to lead an inbound voice/messaging/email customer services team and to maintain quality of service delivered in conjunction with customer goals and objectives. The Team leader is also expected to work within all teams of the Contact Centre to ensure that...

  • Bmw Team Leader

    2 weeks ago

    Pretoria, Gauteng, South Africa Ison Xperiences Full time

    BMW Financial Services - Customer Service - Team LeaderBased in MidrandThe position of the Team Leader is to lead an inbound voice/messaging/email customer services team and to maintain quality of service delivered in conjunction with customer goals and objectives. The Team leader is also expected to work within all teams of the Contact Centre to ensure that...

  • Vodacom Team Leader

    2 weeks ago

    Pretoria, Gauteng, South Africa Ison Xperiences Full time

    Main Purpose of Role:To manage and support QA agents in achieving their required daily, weekly, and monthly performance targets. To take accountability for QA Agents performance through daily monitoring, compilation of reports and providing guidance to the QA Team.Key Performance Areas:Ensuring that QA agents are aware of their daily, weekly, and monthly...

  • Team Leader

    2 weeks ago

    Pretoria, Gauteng, South Africa Tych Business Solutions Full time

    Job ID: 87157Date Posted: Posted 4 hours agoLocation: PretoriaJob Title: TEAM LEADER - PRETORIA - GAUTENGSKILLS, COMPETENCIES, QUALIFICATIONS, EDUCATION and EXPERIENCEEssential A certificate at NQF Level 5; A diploma will be added as an advantage; Must have previous experience in managing team; Be computer literate; Possession of a valid driver's license...

  • Sales Outbound Team Leader

    2 weeks ago

    Pretoria, Gauteng, South Africa KMCK Talent Sourcing Full time

    PURPOSE OF THE POSITION:Positively manage team of 10-15 agents, leveraging their strengths to realize the strategic business objectives & targets. To minimise the risk of financial losses & maximise profits for the business through effective execution of all SOPs.RESPONSIBILITIES:The Call Centre Team Leader responsibilities and duties are outlined in the key...

  • Team Leader

    2 weeks ago

    Pretoria, Gauteng, South Africa Office Beacon South Africa Full time

    Job Description: Team Leader - Virtual Assistants and Client CareWe are seeking a highly motivated and experienced Team Leader to oversee a team of Virtual Assistants and manage client care within our organization. As the Team Leader, you will play a crucial role in ensuring the efficient and effective delivery of virtual assistant services and maintaining...

  • Customer Care Technical Team Leader

    2 weeks ago

    Pretoria, Gauteng, South Africa SydSen Recruit Full time

    Gauteng, Pretoria EastCustomer Care Technical Team Leader - Pretoria East, GautengOur client is looking for a Technical Team Leader to join their Customer Care team at their branch in Pretoria East.Key responsibilities: People management: leading and developing a team of customer care agents. Providing technical advice Ensure all enquiries / complaints are...

  • Customer Care Team Leader

    2 weeks ago

    Pretoria, Gauteng, South Africa WeBuyCars Full time

    The Team Leader is responsible for managing a team of agents, helping them to meet targets while reviewing performance and providing guidance to ensure continuous improvement.Skills required: Minimum three years Contact Centre / Call Centre Management experience Reside in the Pretoria East area (Person will be working at the Silver Lakes branch) Qualified...

  • Team Leader for a US insurance company

    4 weeks ago

    Pretoria, Gauteng, South Africa Anchora Full time

    We are looking for a skilled Team Leader to join our dynamic team at a well-known US insurance company. The selected candidate will be responsible for leading a team of insurance agents, ensuring they reach sales targets, deliver top-notch customer service, and follow company policies.Requirements:Minimum of three years' experience in a leadership position...

  • Team Leader for a US insurance company

    1 month ago

    Pretoria, Gauteng, South Africa Anchora Full time

    We are looking for a skilled Team Leader to join our dynamic team at a well-known US insurance company. The selected candidate will be responsible for leading a team of insurance agents, ensuring they reach sales targets, deliver top-notch customer service, and follow company policies.Requirements:Minimum of three years' experience in a leadership position...

  • Team Leader

    2 weeks ago

    Pretoria, Gauteng, South Africa Professional Sourcing Full time

    Job Overview:Team Leader - Cash Supply Chain (Financial Services)Location: Durban, KwaZulu-NatalPosition Overview:One of the top financial services groups has an exciting new opportunity available for an experienced Team Leader: Cash Supply Chain.The main purpose of this position is to manage the cash operations of the group's Durban Cash Centre and to...

  • Data Team Leader

    2 weeks ago

    Pretoria, Gauteng, South Africa Job Crystal Full time

    Data Team LeaderPretoria, GP, R R50000 Per Month Sector: Automotive Posted: Wednesday, 26 July 2023Job DetailsData Team LeaderLocation: Gauteng, Silverton PTACompany Industry: Automotive but they are looking for people with the finance link not sure if we should rather open on Finance.Salary: R R55 000 Negotiable depending on experience.Description:Our...

  • Maintenance Team Leader

    2 weeks ago

    Pretoria, Gauteng, South Africa Medipost Full time

    An exciting career opportunity exists at Medipost Pharmacy , The primary purpose for this position is to assist and lead a team of Maintenance workers to complete tasks given to them by the Maintenance Manager, or any day-day and preventative maintenance. This Team Leader should be able to work independently and provide constructive feedback on work given...

  • Sales Team Leader

    2 weeks ago

    Pretoria, Gauteng, South Africa Educor Full time

    Sales Team Leader ( JB3762): Pretoria, Gauteng - SalesSales Team Leader ( JB3762)PretoriaMarket Related plus commissionResponsible for managing the regional business unit and sales force in order to achieve the annual sales budget set for the unit and to optimize the branch and business unit resources as set by the sales division.Educational...

  • Creditors Team Leader

    2 weeks ago

    Pretoria, Gauteng, South Africa Customer Loyalty Consultants (Pty) Ltd Full time

    Gauteng, Tshwane (Pretoria)**(Market related, Negotiable)Are you a dynamic leader with a passion for driving excellence in accounts payable operations? We are seeking a highly skilled Creditors Team Leader to oversee our accounts payable cycle and lead our dedicated team of creditors' clerks.Role Overview: As the Creditors Team Leader, you will be...

  • Outbound Collections Team Leader R4000 To R6500

    2 weeks ago

    Pretoria, Gauteng, South Africa Afrizan People Intelligence (Pty) Ltd Full time

    These jobs were popular with other job seekers Genpact South Africa Proprietary Limited Genpact South Africa Proprietary Limited To lead, develop and coach a team of Outbound Debt Collection Agents by driving the daily and monthly production and achievement of set targets and SLAs, and providing accurate daily reporting on individual and team...

  • Recruitment Team leader

    2 weeks ago

    Pretoria, Gauteng, South Africa Talentfinder (Advtech) Full time

    As a Recruitment Team Leader, you will play a pivotal role in driving our recruitment efforts forward. You will lead a team of talented recruiters, guiding them through the recruitment process and ensuring the highest quality hires for our organization. This role requires a blend of strategic thinking, people management skills, and hands-on recruitment...

  • Draughtman And Team Leader

    2 weeks ago

    Pretoria, Gauteng, South Africa Danté Personnel Recruitment Full time

    SA - Gauteng, Germiston (Negotiable)Draughtman and Team LeaderGermiston NegotiableOur client in engineering industry is looking for a Draughtman and Team Leader to plan, design, draw and coordinate drawings requests for projects departmentMinimum requirements:MatricNational Diploma in EngineeringDraughting and Project Management CertificateExperience in...

  • ZAF - Team Leader - Solutions

    2 weeks ago

    Pretoria, Gauteng, South Africa DSV Full time

    Time Type: [[Full Time]] Qualification(s): Matric Computer Skills: • 3-5 years experience in using WMS• Advantage: 2 years experience and working knowledge of Warehouse Management systems preferred Job-related Requirements: 2yrs+ experience in an Automotive Production environment 1y+ Production/Work Planning experience Minimum of 6 months experience as...