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NTT Ltd. is a leading, global technology services company. In a constantly evolving world, technology doesn’t stand still. And nor do we. Every wave of change is an opportunity to transform your business today, so you can reshape the outcomes of tomorrow. As a global technology services provider, we help our people, clients, and communities do great...
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Want to be a part of our team?
- The purpose of this role is to monitor and evaluate Agent’s calls in order to ensure a high and consistent standard of performance.
Working at NTT
- Call Evaluation
- Monitors and evaluates Agents recorded calls against call evaluation sheet
- Identifies areas of strength and development for each Agent
- Conducts side by side call evaluations as and when required.
- Investigates suspected fraud or noncompliance cases when required.
- Identifies process improvements and highlights to management.
Administration and Reporting
- Provides quality related reports as per the business unit requirements
- Maintains files for assigned Agents with the relevant quality documentation
- Update all shared folders with relevant information
What will make you a good fit for the role?
Knowledge
- Matric or equivalent NQF
- Two years Age
Skills
- Customer service orientation (L2)
- Attention to detail.
- Oral and written communication (L2)
- Technical Expertise (L1)
Attributes
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Want to be a part of our team?
The purpose of this role is to deliver, evaluate and report on all Business Unit specific training within the operation, in order to ensure the Agents are ready and prepared to deliver exceptional customer experiences.
Working at NTT
- Training
- Deliver product, systems and customer experience training to all Agents
- Deliver refresher training as required
- Operates within agreed training schedule and meets quality standards
- Delivers induction training to all Agents
- Delivers on-the-job training
- Creates a training environment conducive to providing the best possible learning experience
- Learning Assessments
- Continually listens to live calls to identify any gaps to be remedied through the training experience.
- Ensures completion of learning assessments and provides relevant feedback and recommendations for improvements to training delivery.
- Provides feedback on call-listening to Training Managers to ensure continuous improvement
- Identifies learners at risk of being incapable of fulfilling the Agent function and timeously communicates the risk to Training Managers.
- Post-Training Support
- Coaches Agents in order to facilitate the transition from training to full function. Job Profile: Business Unit Trainer
- Assumes responsibility for closing all learning gaps between training and ‘go-live’ to ensure all Agents are “workplace ready”
- Administration and Record keeping
- Accurately records all learning and development interventions
- Updates all training material to ensure currency and accuracy
- Provides management with relevant training reports
- Ensures training manuals and aids are prepared for training
- Makes logistical arrangements for training
What will make you a good fit for the role?
- Knowledge
- Matric or equivalent NQF
- 6 months training experience
- Training qualification or Future Leader:Trainer Graduate
Skills
- Planning and organising (L2)
- Customer service orientation (L2)
- Attention to detail
- Technical Expertise (L2)
Attributes
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Want to be part of our team?
Job Profile Summary
- Responsible for overseeing day-to-day administrative, financial, personnel and procedural activities for product and/or service operations functions in a non-manufacturing environment for a company site(s). Leads site efforts to develop and improve through efficient and effective integrated processes, implementing common management processes/services to leverage organization resources. Directs operations review of cost and service structures, productivity measures and delivery methods to achieve planned targets. Typically acts as a point of contact or gatekeeper between management and staff. May select, develop and evaluate personnel to ensure the efficient operation of the function/unit.
Job Description
What you'll be doing
- Business Operations Management supports executive management in the establishment and optimisation of day-to-day operational activities, including revenue and sales growth, expense, cost and margin control and monthly, quarterly and annual financial goal management. They oversee, management and provide leadership on the operational management of a particular area of responsibility.
Key roles and responsibilities:
- Contribute to strategy formulation and the setting of strategic direction
- Ensure the strategic implementation and execution within the assigned area of responsibility
- Manage and oversee the day-to-day operations to meet budget and other financial goals
- Contribute to the successful execution of business strategies for products and services provided by the company
- Support with development and implementation of a system to track and report on the progress of strategic plan implementation
- Ensure that all department heads are fully informed of the operational objectives of the business
- Participate in the design and development of operational processes, policies and improvements related to these processes for each department in their domain
- Manage and oversee the establishment of performance goals, and allocates resources
- Set operational and/or performance goals for each department which are aggressive, achievable and linked to long-term goals
- Ensure that operational activities comply with organisational requirements for quality management, legal stipulations and general duty of care
- Participate in acquisition and growth activities that support overall business objectives and plans
- Contribute to capital market development, including participating in road shows, relevant meetings with stakeholders
- Advise the management team and/or department heads on key planning issues and make recommendations on important business decisions
- Facilitating regular meetings with department heads to ensure that operational objectives are achieved
- Implementing all tactical human resource procedures, managing and leading a group of department heads, setting goals and managing performance accordingly
- Providing access to the relevant tools and systems to enable effective team performance
- Assigning, monitoring and coordinating work assignments and activities
Knowledge, Skills And Attributes
- Good understanding of business and/or operational processes and policies
- Ability to produce a high quality of work
- Strong communication skills, including the ability to be influential and persuasive with stakeholders
- Ability to establish and maintain good working with stakeholders
- A high degree of accuracy and attention to detail
- Excellent planning and organisation skills
- Outstanding problem analysis and solving skills
- Excellent verbal and written communication skills
- Ability to multitask and work independently
- Ability to produce a high quality of work
- Demonstrate high ethics and adherence to company values
- Ability to prioritise and manage expectations
- Display good analytical and reasoning skills
- Ability to interpret processes, policies, and procedures
- Presentation and facilitation skills
- Implementing all tactical human resource procedures, managing and leading a group of team leaders, setting goals and managing performance accordingly
- Providing access to the relevant tools and systems to enable effective team performance
- Assigning, monitoring and coordinating work assignments and activities
- Implementing all tactical human resource procedures, managing and leading a group of team leaders, setting goals and managing performance accordingly
- Providing access to the relevant tools and systems to enable effective team performance
- Demonstrate the ability to plan and organise
- Ability to develop and nurture improved performance
Academic qualifications and certifications:
- Bachelor’s degree in Business Administration, Commerce, Economics or similar
- Relevant certification
Experience required:
- Proven professional experience in business operations management with a strong background in all aspects
- Strong experience dealing with internal and external stakeholders
- Proven experience working with business operations management control software
- Demonstrate experience leading and managing a team
- Experience in business operations management, operations, and leadership
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Want to be part of our team?
- Provides day-to-day technical support to employees for network infrastructure and internal systems software and hardware.
- Installs configures and troubleshoots desktop systems, workstations, servers, and network issues in a diverse environment. Maintains passwords, data integrity, and file system security for the desktop environment. Communicates highly technical information to both technical and non-technical personnel.
- Recommends hardware and software solutions, including new acquisitions and upgrades. May participate in the development of information technology and infrastructure projects. May conduct training programs designed to educate an organization’s computer users about basic and specialized applications.
What You'll Be Doing
- The primary responsibility of IT Technical Support Engineers is to provide a service to internal clients to ensure that the IT infrastructure and systems remain operational. This is done through proactively identifying, investigating, and resolving more complex technical incidents and problems and restoring service to clients by managing these incidents are managed to resolution.
Key Roles and Responsibilities:
- Focus on ensuring all lines of support for more complex incidents, requests, events, and/or problems through the effective coaching and training of IT Technical Support Engineers.
- Undertake regular reviews to ensure that the assigned infrastructure is configured, installed, tested, and operational. Ensure that the software is installed and configured in line with business requirements.
- Proactively identify problems, events, incidents, and errors prior to or when they occur.
- Foster good relationships with all stakeholders including vendors, carriers, and colleagues.
- Resolve calls and identify the root cause of incidents, events, and problems to ensure proactive future management.
- Ensure the efficient and comprehensive resolution of incidents, problems, events, and requests.
- Report and escalate complex issues to 3rd party vendors.
- Provide continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by NTT Limited procedures.
- Proactively support the service desk by receiving calls and incidents, problems, requests, and events when required.
- Ensure the resolution and recovery of an incident in line with the relevant processes and service level agreements.
- Update incidents, requests, problems, and/or events with progress and resolution details.
Knowledge, Skills, and Attributes:
- The ability to communicate well and to capture all pertinent details when required will contribute to their success
- Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner
- Excellent interpersonal skills with the ability to foster and maintain solid stakeholder relationships
- Excellent client service orientation and passion for achieving or exceeding expectations
- Excellent written and verbal communication skills
- Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
- Ability to work well in a pressurized environment
- Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
- Ability to adapt to changing circumstances
- Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
Academic Qualifications and Certifications:
- Bachelor’s degree or relevant qualification in IT/Computing, or equivalent
- Relevant IT certifications
- Required Experience:
- Demonstrated experience required in diagnosis and troubleshooting, IT Technical Support role within a large ICT organization
- Demonstrated experience in working closely with a variety of internal and external stakeholders at different levels in the business
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Want to be part of our team?
- The primary purpose of the role is to take responsibility for all aspects of the Voice over IP (VoIP) service, including provisioning, monitoring, and troubleshooting.
What You'll Be Doing
Technology Support
- Proactively monitors work queues
- Assisting in client retention and escalations
- Perform operational tasks to resolve all incidents/requests within a timely manner within agreed SLA
- Collaborating extensively with peers and vendors to resolve issues within accepted time frames.
- Implementation and management of call-routing frameworks
- Troubleshooting of general system functions; identification of faulty components, which may include physical hardware, configuration of servers, or telecommunication networks
- Providing technical and administrative support to internal and external clients
- Removal of relevant client data upon request
- Understands IP routing protocols including SIP, RTP, H.323 Codecs used for encoding voice traffic in an IP network.
- PAdministers implements and configures systems according to Merchants’ business standards, processes and procedures.
- Documents standard operating procedures and processes
- Stakeholder management with regards to break-fix calls and service requests.
- Assists with monthly platform billing, verifying the various feeds to the TMS system.
- Supply the vendor with the verified billing values
Project Management
- Provides the planning, design and implementation of the company’s communications system
- Conducts project planning, cost analysis and vendor comparisons
- Onboarding of new clients and continuous improvement of existing client technologies
Off boarding of clients
Platform and System Management
- Maintains service and quality levels according to Merchants’ business standards, processes and procedures
- Evaluates company requirements to determine whether an internal or other operating system is more appropriate.
- Performs traffic study analysis to determine best configuration of systems.
What would make you a good fit for this role?
Knowledge
- Matric or Equivalent
- Avaya or Voice Certification would be beneficial
- A minimum of 5+ years of experience in a Voice Engineer role with experience in other network technologies such as Avaya, Cisco, etc.
- Knowledge of TCP/IP networking suite
- SIP Hard & Softphones experience.
- Understanding of Network Concepts and designs, WAN, LAN
- Experience in Session Initiation Protocol (SIP) implementation and support
- Experience in call recording systems (NICE Engage and Call Cabinet, Verint or equivalent)
- Proven experience in Contact Centre Technologies such as Avaya, Genesys, Cloud Contact Center etc
- Experience in MS SQL (queries), Linux (Dockers) is beneficial
- Project Management
Skills
- Attention to detail
- Collaboration
- Planning and Organizing (L3)
- Problem solving (L3)
- Technical expertise (L3)
- Oral and Written Communication (L3)
Attributes
Knowledge
- Matric or Equivalent
- Avaya or Voice Certification would be beneficial
- A minimum of 5+ years of experience in a Voice Engineer role with experience in other network technologies such as Avaya, Cisco, etc.
- Knowledge of TCP/IP networking suite
- SIP Hard & Softphones experience.
- Understanding of Network Concepts and designs, WAN, LAN
- Experience in Session Initiation Protocol (SIP) implementation and support
- Experience in call recording systems (NICE Engage and Call Cabinet, Verint or equivalent)
- Proven experience in Contact Centre Technologies such as Avaya, Genesys, Cloud Contact Center etc
- Experience in MS SQL (queries), Linux (Dockers) is beneficial
- Project Management
- Avaya PMO essential
Method of Application
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