Cx Team Leader

1 week ago

Cape Town, 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 that the day to day management of a CX team is in line with CX deliverables according to SOW’s & OLA’s.

**Working at NTT**

**Service delivery**
- Ensure that the planning, administration and logistics to deliver CX activities ensures timeous and effective delivery of outcomes as agreed with CX manager.
- Planning of annual training schedules based on business
- Execution of the operational & statutory training and measurable achievement of learning outcomes requirements provision and achievement of all operational training requirements
- Ensure Training, Quality & Coaching compliance with standards as prescribed by PBS
- Ensures team members’ knowledge of the business product, systems & processes is current, relevant and up to date.
- Ensure facilitation skills and material are delivered to the required standards

**Collaboration and Optimization**
- Conducts regular Voice of Customer sessions within the business unit to ensure an understanding of quality standards and requirements.
- Conducts regular calibration sessions to ensure the validity and reliability of results
- Working collaboratively with the CX Manager and analysts to provide information/data, raise triggers and make recommendations for improvement accordingly.

**Governance, Compliance and Best Practice**
- Ensures that the standards of the Merchants Quality, Learning & Coaching Management Frameworks are complied with and delivered effectively within the Business.
- Implement and conduct controls and perform regular checks to ensure validity and reliability of results (including QA moderation)
- Monitors the activities of the CX associates to ensure compliance with acceptable standards of customer service

**Escalations**
- Ensures disputes and complaints from operational teams are investigated, responded to and tracked
- Identifies and escalates risks and quality issues to resolve them as efficiently as possible.

**CX Reporting**
- Delivers data to meet CX, and the Business Unit requirements and timelines & deadlines

**P**e**o**p**l**e **M**a**n**a**g**ement**
- ** L**e**a**d**ersh**i**p**
- 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
- Communicating and driving the 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
- ** A**ttr**a**c**t**i**on & **S**e**l**ecti**o**n**
- Ensures appropriate staffing through internal talent development 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
- ** R**eten**t**i**on**
- Develops and empowers people, recognizing and rewarding value-added performance
- ** T**r**a**i**n**i**n**g a**n**d **D**e**v**e**l**o**p**m**e**n**t**
- 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
- ** C**areer **P**a**t**h**i**ng a**n**d **S**u**c**cess**i**on **Pl**a**n**n**i**ng**
- Identifies, manages and develops talent
- ** P**e**r**f**o**r**m**a**n**ce **M**a**n**a**g**em**e**nt**
- Sets direct reports quantitative and qualitative performance objectives and ensure individual performance objectives are in place and reviewed to meet organizational and individual needs
- Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action

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

**Knowledge**
- Minimum 1 or 2years CX experience
- Experience of Training environment
- Experience of QA environment

**Skills**
- Collaboration (L2)
- Oral and Written communication (L2)
- Analytical (L2)
- Planning and Organization(L2)
- Technical Expertise (L2)

**Attributes**
- Influence (L2)
- Impact (L2)

**Equal opportunity emplo

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