Operations Manager at NTT Ltd.

What You'll Be Doing

• 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 cost-effective 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 value-added 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
• Understanding and application of Change Management principles and practices
• Ability to proactively find solutions to complex problems
• Excellent team player who displays good client service orientation with well-developed administrative and organisation skills
• Meticulous attention to detail
• Ability to build rapport and engage effectively with a variety of stakeholders

Academic Qualifications and Certifications:

• Relevant Bachelor’s degree or equivalent in a Management-related field

Relevant certification(s) requried

Experience required:

• Relevant demonstrated operations management experience gained within a Call Centre/BPO environment
• Relevant demonstrated experience operationally managing a team(s) within a Call Centre operations environment
• Proven experience coaching, developing and mentoring a team of Call Centre agents
• Proven leadership experience