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Team Leader: Agents

1 month 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.

**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.

The Customer Support area is responsible for assisting customers by providing information about products and/or services, answering questions, and resolving problems and issues.

The Call Center focus specializes in placing or answering calls to customers related to pre-and post-sales service.

Requires to maintain product knowledge and awareness of customer service policies.

May develop business opportunities based on calls.

Incumbents in this job family are typically responsible for directing and guiding the work of teams and/or individuals.

Typically incumbents would be responsible for performance reviews, pay reviews, and may have hire/fire decision-making authority.

**Working at NTT**

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

KEY INTERNAL AND EXTERNAL RELATIONSHIPS Internal Purpose Colleagues / Team Leader Team meetings, information sharing Operations Manager Information sharing, ideas and improvements, problem solving line management support / coaching and feedback Coaching and counselling, provide line management Quality Assurance Feedback sessions, setting action plans External Purpose Customer Escalations of queries

**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 **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.