Team Leader: Agents

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

**Working at NTT**

1. People Management

Coaches the team in order to ensure quality of delivery meets the appropriate
standard.
Measures and manages the team to ensure out-of-line situations are immediately addressed
Communicates information in a timely, accurate and understood manner to all team members
Ensure that all Human Resources policies and procedures are observed

2. Communication and Feedback

Conduct team briefs as scheduled by the work force management team and in line with the weekly focus agenda set by the Operations Managers
Ensure regular feedback is given to Agents with regards to action plans that have been set
Ensure all relevant business communications are communicated to the team as and when required

3. Reporting and Administration

Sign off Agent's timesheets on a weekly basis
Track and accurately update operational performance files for Agents on a weekly basis
Compiling and sending reports as required by the business for relevant updates
4. Customer Satisfaction

Drive the focus on improving the customer experience on every interaction through call listening, quality checking, coaching and feedback
Work to resolve all customer queries that are escalated or are identified as detracting from the positive customer experience that we intend to generate
Drive teams performance on systems and all metrics in accordance to the contractual obligation.

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

**Knowledge**

**Level 1 - **1 year Call Centre experience

**Level 2 - **6 - 12 months Team Leader/Supervisory experience

**Level 3 - **6 - 12 months Team Leader/Supervisory experience

**Skills**

Customer service orientation

**Level 1** - **2

**Level 2 - **2

**Level 3 - **3

Oral and written communication

**Level 1** - **2

**Level 2 - **2

**Level 3 - **2

Planning and organising

**Level 1** - **2

**Level 2 - **2

**Level 3 - **3

Problem solving

**Level 1** - **1

**Level 2 - **1

**Level 3 - **2

Teamwork

**Level 1** -** 2

**Level 2 - **2

**Level 3 - **3

Coaching

**Level 1** -** 1

**Level 2 - **1

**Level 3 -** 2

Technical expertise - Call Centre technology

**Level 1** -** 1

**Level 2 - **1

**Level 3 -** 2

Attention to Detail

**Level 1- **Same Behaviours

**Level 2 -**Same Behaviours

**Level 3** - Same Behaviours

**Attributes**

Adaptability

**Level 1** - 1

**Level 2** - 2

**Level 3** - 3

**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.