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Coach

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 primary purpose of the role is to provide coaching to Agents to improve and/or maintain the agents’

performance which impacts customer call quality and effectiveness, via various contact responses and

interactions throughout the agent life cycle.

**Working at NTT**

1. Coaching
- Provides coaching in a confidential setting to improve and/or maintain service, minimise errors and capture coaching feedback onto the relevant system
- Provides tailored coaching plans to support the BU’s strategies
- Supports an environment and culture in which individuals are encouraged to be open about any development areas. and encourages ownership, accountability and continuous learning - Provides role-play experiences to entrench learnings
- Ensures appropriate and consistent adherence to policies and procedures is maintained, entrenching high operational standards
- Identifies areas of excellence and reinforces those behaviours/actions, ensuring the coaching session is a positive experience.

2. Feedback
- Ensures agreement and commitment to action plans
- Provides regular and timely feedback to Agents with regards to action plans that have been set
- Feedback to Training and Operations pertaining trends
- Provides concrete data and examples to support the feedback

3. Customer Experience
- Ensures that the standards relevant to the coaching function of the Merchants Quality Management Framework are applied and managed effectively within the Business Unit/s
- Drives the focus on improving the customer experience on every interaction through coaching and feedback
- Manages delivery of customer experience programmes by analysing data in order to identify key priorities and aligns the coaching activities to assess and develop identified areas

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

**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.

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