Technical Lead - Johannesburg, South Africa - NTT Ltd.

NTT Ltd.

Verified Company

Johannesburg, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

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Description

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?

Analyzes, monitors, and evaluates the function of the workforce (call or service) center by monitoring activities on a real-time basis.

Creates schedules and provides regular reports to management on workload and workforce. Works with Finance to maintain budget accuracy and improve forecast capabilities. Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs.

Updates and maintains scheduling database with current information; and researches, recommends, and implements call center technology and process improvements to reduce overall costs.

Working at NTT

The role of the Managed Services Operations Specialist is to take responsibility for the management of service delivery for less complex managed services operations within NTT clients.

They are also responsible for resource allocation and the management of the shift rotation schedule thereby ensuring optimal client service delivery.

Key Role and Responsibilities:

Responsible for operational coordination of the service delivery team, creating and executing on plans and reporting on the team activities in the required forums
Ensure that employees reporting into them are engaged and understand their career opportunities, by taking responsibility for the development and training of their team members
Assist with resource planning and deployment according to the requirements of the service contract
Responsible for planning and executing the delivery of services that NTT is contractually bound to deliver in terms of the contracts held by clients
Work with the relevant stakeholders to create, define and catalogue service offerings and present these to the sales force and clients
Assist with the provision of quotations and accurate pricing for services required by the client
Participate in the negotiation of service level agreements and the details of the contract
Ensure the management of incidents and problems and respond to escalated queries
Manage calls logged to ensure effective and timeous resolution
Conduct regular feedback sessions with the client to report on contract performance and contract activities
Conduct regular vendor meetings using measurable criteria to report and manage vendor performance
Compile and maintain accurate documentation on vendor processes and procedures and incorporate these into the NTT processes to ensure seamless and efficient service delivery to the client
Understands the financial position of and provides input into various aspects of service delivery to ensure the profitable management of contracted responsibilities
Setup and manage the contract within the agreed budget and conduct monthly contract reviews to track actual achieved metrics, ensuring long term profitability of the contract
Contribute to the increase in contract revenue by seeking and reporting on growth opportunities within the contract
Ensure the compilation and distribution of the relevant service delivery and operations reports to the relevant forums
Analyse metrics and report on contract performance
Responsible for resource allocation and the management of the shift rotation schedule thereby ensuring optimal client service delivery

Knowledge, skills and attributes:

Display strong orientation towards ensuring client satisfaction and service delivery
Reliable and are able to produce a high quality of work
Excellent verbal and written communication skills and are able to engage across all levels in the business
Ability to effectively manage work processes and proactively manage situation to achieve the desired outcomes
Good people management and leadership skillsv
Proven ability to build, manage and foster a teamoriented environment
Proven ability to work creatively and analytically in a problemsolving environment
Ability to quickly become proficient in client processes and related systems
Demonstrated strong ability to analyze, design and improve business processes

Academic Qualifications and Certifications: