Team Leader: Agents

3 weeks ago

Cape Town, 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.

**More about this career opportunity**

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 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 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
- 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 Bachelor’s 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

**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 world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s 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 **yo

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