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Team Leader: Agents

4 months 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 Call Centre Team Leader is a senior position in the Call Centres Agents job family. They operate under the direction and guidance of the Call Centres Manager.

The primary responsibility of the Call Centre Team Leader is to ensure the delivery of excellent customer service by operationally managing a team of Call Centres Agents in the performance of their day to day activities.

**Working at NTT**

People management
The Call Centre Team Leader coaches the team in order to ensure quality of delivery meets the appropriate standard. They measure and manage the team to ensure out-of-line situations are immediately addressed. They communicate information in a timely, accurate and understood manner to all team members. They ensure that all Human Resources policies and procedures are implemented and complied with by the team.

Communication and feedback
These individuals conduct team briefing sessions as scheduled by the workforce management team and in line with the weekly focus agenda set by the Operations Managers. They ensure regular feedback is given to Agents with regards to action plans that have been agreed to be implemented by the Operations Leadership team and ensure that all relevant business communications are communicated to the team as and when required

Reporting and Administration
These individuals administer weekly time of the Agents, signing off on timesheets on a weekly basis and tracking and accurately updating the operational performance files of each Agent in their team. They compile and distribute the relevant business reports to the required stakeholders, reporting on the teams activities in the relevant forums.

Customer Satisfaction
Call Centre Team Leaders respond to and resolve more complex customer queries and deal with extremely volatile situations as and when required, ensuring that these are satisfactorily resolved. They drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback. They work to resolve all customer queries that are escalated or are identified as detracting from a positive customer experience and drive team performance on systems and all metrics in accordance with contractual obligations.

Behavioural skills
Call Centre Team Leaders are passionate about customer service. They demonstrate excellent written and verbal communication skills and the professional problem solving ability. They demonstrate the required interpersonal skills to effectively deal with internal and external stakeholders at a variety of levels in the organisation. They are able to coach, mentor and successfully manage and lead a team of individuals to meet organisational and team goals.

**Required Work Experience**:
At least 5 - 8 years’ work experience, At least 5 years’ call centre experience

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

Previous Team leader experience and/or acting Team leader experience 1 year minimum.

**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.