Team Leader: Agents

1 week ago

Johannesburg, South Africa NTT Ltd Full time

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

**Want to be a part of our team?**

The purpose of this role is to ensure the day to day management of a team of Agents, in a manner that is in line with excellent service delivery to meet the client’s contractual obligations.

**Working at NTT**

1. 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

2. 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

3. 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

4. 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.

**What will make you a good fit for the role?**

Knowledge:
Level 1:
1 year Call Centre experience

Level 2:
6 - 12 months Team Leader/Supervisory experience

**Skills**:Customer service orientation

Oral and written communication

Planning and organizing

Attributes

Problem solving

Teamwork

Coaching

Technical expertise - Call Centre technology

Attention to Detail

Attributes:
Adaptability

**Equal opportunity employer**

NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

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