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 position is to take overall responsibility for the performance and ongoing development of the operational Call Centre functions, ensuring delivery of contractual obligations.

Working at NTT

People Management

Leadership

• Leads by example in living the values of the organisation
• Ensures the department is fully equipped to handle the work load and distribute work flow
• Coaches to ensure a full understanding of consequences of errors
• Creates an environment that fosters team work and co-operation amongst team members
• Creates awareness of Merchants strategic objectives and their alignment to the department and company objectives
• Communicates effectively, building and maintaining relationships
• Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

Attraction & Selection

• Ensures appropriate staffing and action accordingly
• Identifies need for creation of position and forward recommendation to direct manager and HR
• Ensures appointments are in line with EE targets / strategy
• Selects and places candidates in terms of agreed recruitment and selection process

Retention

• Develops and empowers people, recognizing and rewarding value-added performance

Training and Development

• Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
• Monitors implementation of training needs as per individual development plans

Career Pathing and Succession Planning

• Identifies, manages and develops talent

What will make you a good fit for the role?

Knowledge

• Minimum 4 years operations management experience, with at least 2 years managing staff at managerial level in a Call Centre/BPO environment
  
• Understanding of Call Centre operations in terms of how people and technology work together for business optimisation
  
• Management-related qualification

Skills:

• Leadership (L4)
  
• Oral and written communication(L3)
  
• Technical Expertise (L3)
  
• Problem solving (L3)
  
• Planning and Organising (L4)
  
• Developing Organisational Talent (L4)
  
• Change Journey Leadership (L3)
  
• Customer Service Orientation (L3)

Attributes:

• Influence (L3)
  
• initiative

Join our growing global team and accelerate your career with us. Apply today.

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.