Call Centre Manager

4 weeks ago

Johannesburg, 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 position is to take overall responsibility for the performance and ongoing development of the operational Call Centre functions, ensuring delivery of contractual obligations.

**Working at NTT**

1. People Management

❖ Leadership
- Leads by example in living the values of the organisation
- Ensures the department is fully equipped to handle the work load and distribute work flow
- Coaches to ensure a full understanding of consequences of errors
- Creates an environment that fosters team work and co-operation amongst team members
- Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives
- Communicates effectively, building and maintaining relationships
- Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

❖ Attraction & Selection
- Ensures appropriate staffing and action accordingly
- Identifies need for creation of position and forward recommendation to direct manager and HR
- Ensures appointments are in line with EE targets / strategy

❖ Retention
- Develops and empowers people, recognizing and rewarding value-added performance

❖ Training and Development
- Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
- Monitors implementation of training needs as per individual development plans

❖ Career Pathing and Succession Planning
- Identifies, manages and develops talent Job Profile: Call Centre Manager: Operations

❖ Performance Management
- Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organisational and individual needs
- Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action

2. Operations Management
- Manages operational costs through effective resource management
- Ensures that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements.
- Takes responsibility for the ongoing support of the operation to ensure sustained and profitable growth throughout the contractual lifecycle
- Ensures all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed and cascaded throughout the operation - Ensures the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements
- Identifies areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols
- Assumes 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
- Ensures consistency and standardisation with the client’s other operations

3. Client Engagement
- Maintains positive client relationships and alerts management to operational delivery issues.
- Provides effective operational client management and ensures that all client engagements are managed professionally and ensures that these demonstrate the Merchants values at all times

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

COMPETENCIES

Knowledge

Minimum 4 years operations management experience, with at least 2 years managing staff at managerial levelin a Call Centre/BPO environment
- Understanding of Call Centreoperations in terms of how people and technology work together for business optimisation
- Management-related qualification

**Skills**

Leadership(L4)
- Oral and written communication(L3)
- Technical Expertise(L3)-Problem solving (L3)
- Planning and Organising(L4)
- Developing Organisational Talent(L4)
- Change Journey Leadership (L3)
- Customer Service Orientation (L3)

**Attributes**

Initiative
- Influence (L3)

**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, d

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