Team Leader: Agents - Pretoria, South Africa - NTT Ltd.

NTT Ltd.

Verified Company

Pretoria, South Africa

6 days ago

Posted by:

Thabo Mthembu

beBee Recruiter

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?

People Management
Coaches the team in order to ensure quality of delivery meets the appropriate standard
Measures and manages the team to ensure outofline 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
Communication and Feedback
Conduct team briefs as scheduled by the work force management team and inline 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
Reporting and Administration
Sign off Agents 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
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.

Working at NTT

The role of Contact Centre Management is to take overall responsibility for the performance and ongoing development of Call Centre Agents.

The primary responsibility of Call Centre Management is to ensure the delivery of client contractual obligations.

Key Role and Responsibilities:

Manage operational costs through effective resource management
Ensure that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements.
Take responsibility for the ongoing support of the operation to ensure sustained and profitable growth throughout the contractual lifecycle
Ensure all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed and cascaded throughout the operation
Ensure the production of relevant, useful and professional reports as required by the client in order to provide intelligence for operational improvements
Identify areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols
Assume accountability in any projects undertaken by the business unit, ensuring that effective management occurs, and deliverables are achieved in a timely and costeffective manner
Ensure consistency and standardisation with the client's other operations
Maintain positive client relationships and alerts management to operational delivery issues.
Provide effective operational client management and ensures that all client engagements are managed professionally
Leads by example in living the values of the organisation and strives to ensure that the department is fully equipped to handle the workload
Coach the team(s) to ensure a full understanding of consequences of errors
Create an environment that fosters teamwork and cooperation amongst the team
Ensure consistent compliance to company policies and procedures, corporate governance and relevant legislation
Ensure appropriate staffing capacity requirements
Develop and empower people, recognizing and rewarding valueadded performance
Continually strive to upskill and motivate employees through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

Knowledge, skills and attributes:

Understanding of Call Centre operations in terms of how people and technology work together for business optimisation
Excellent ability to manage and lead a team of Call Centre Agents and other Call Centre operations team(s)
Excellent verbal and written communication skills
Deep technical expertise
Ability to effectively plan and organise and work under pressure
Ability to proactively find solutions to complex problems
Excellent team player who displays good client service orientation with welldeveloped adminis