Ms Operations Specialist - Chile - NTT Ltd.

Descripción

NTT is a leading global IT solutions and services organisation thatbrings together people, data and things to create a better and moresustainable future.

In today's 'iNTTerconnected' world,connections matter more now than ever.

By bringing together talentedpeople, world-class technology partners and emerging innovators, wehelp our clients solve some of the world's most significanttechnological, business and societal challenges.

With people atthe heart of our success, NTT is committed to attracting and growingthe best talent and providing an environment where everyone feels theycan belong and their contribution matters.

Want to be a partof our team? Analyzes, monitors, and evaluates the functionof the workforce (call or service) center by monitoring activities ona real-time basis.

Creates schedules and provides regular reports tomanagement on workload and workforce. Works with Finance to maintainbudget accuracy and improve forecast capabilities. Defines bothlong-term strategies and ever-changing, short-term, and immediateworkforce needs. Handles shift change requests and monitors new-hire,holiday, and seasonal shift needs.

Updates and maintains schedulingdatabase with current information; and researches, recommends, andimplements call center technology and process improvements to reduceoverall costs.

Working at NTT The role of theManaged Services Operations Specialist is to take responsibility forthe management of service delivery for less complex managed servicesoperations within NTT clients.

They are also responsible for resourceallocation and the management of the shift rotation schedule therebyensuring optimal client service delivery.


Key Role andResponsibilities:

• Responsible for operational coordinationof the service delivery team, creating and executing on plans andreporting on the team activities in the required forums
• Ensurethat employees reporting into them are engaged and understand theircareer opportunities, by taking responsibility for the development andtraining of their team members
• Assist with resource planning anddeployment according to the requirements of the service contract
• Responsible for planning and executing the delivery of services thatNTT is contractually bound to deliver in terms of the contracts heldby clients
• Work with the relevant stakeholders to create, defineand catalogue service offerings and present these to the sales forceand clients
• Assist with the provision of quotations and accuratepricing for services required by the client
• Participate in thenegotiation of service level agreements and the details of thecontract
• Ensure the management of incidents and problems andrespond to escalated queries
• Manage calls logged to ensureeffective and timeous resolution
• Conduct regular feedbacksessions with the client to report on contract performance andcontract activities
• Conduct regular vendor meetings usingmeasurable criteria to report and manage vendor performance
• Compile and maintain accurate documentation on vendor processes andprocedures and incorporate these into the NTT processes to ensureseamless and efficient service delivery to the client
• Understandsthe financial position of and provides input into various aspects ofservice delivery to ensure the profitable management of contractedresponsibilities
• Setup and manage the contract within the agreedbudget and conduct monthly contract reviews to track actual achievedmetrics, ensuring long term profitability of the contract
• Contribute to the increase in contract revenue by seeking andreporting on growth opportunities within the contract
• Ensure thecompilation and distribution of the relevant service delivery andoperations reports to the relevant forums
• Analyse metrics andreport on contract performance
• Responsible for resourceallocation and the management of the shift rotation schedule therebyensuring optimal client service delivery
  Knowledge, skillsand attributes:
• Display strong orientation towards ensuringclient satisfaction and service delivery
• Reliable and are able toproduce a high quality of work
• Excellent verbal and writtencommunication skills and are able to engage across all levels in thebusiness
• Ability to effectively manage work processes andproactively manage situation to achieve the desired outcomes
• Goodpeople management and leadership skillsv
• Proven ability to build,manage and foster a teamoriented environment
• Proven ability towork creatively and analytically in a problemsolving environment
• Ability to quickly become proficient in client processes and relatedsystems
• Demonstrated strong ability to analyze, design andimprove business processes
  Academic Qualifications andCertifications:
• Bachelor's degree or equivalent in arelated field
• ITIL qualification and other technicalcertifications preferred
  Experience required: Solid work experience in service #J18808Ljbffr