FSC Team Lead

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

TITLE: FSC Team Lead

LOCATION: BELGRADE, SERBIA

GRADE: B3

JOB DESCRIPTION:
• Supports Supervisor in all Supervisory duties
• Position works in a high volume, short cycle duration environment serving as the primary interface to internal and external customers and/or their agents 
• Troubleshoots undocumented problems
• Conducts service audits
• Position is dedicated to Call Management operations and/or request for escalation
• Research and analyze operational effectiveness of assigned team(s) through interviews and metrics and provide input to management team
• Serves as a Subject Matter Expert for Call Management processes
• Conducts audits and assists in work direction of a team of Service Planners to ensure daily functioning of the organization and daily/weekly/monthly/quarterly/annual metrics are met
• Responsible for new agent set-up and training, providing direction and support to the management team and may act as a project coordinator on assigned projects of medium scope and complexity
• Ensures and enables assigned team in meeting Service Level Agreements
• Position is responsible for overall Call Management system implementation and management
• Establish procedures for system maintenance, backup, testing, and daily operations
• Database creation, maintenance, and integrity
• Authors and edits user documentation, procedures, and instructions
• Coordination of testing for new devices, dispatching procedures, etc. for certification before implementation in live environment
• May be requested to work directly with customers in local language, answering calls, determining customer entitlement, and documenting requests for service
• Receive and document service request and customer information; Ensure customer entitlement; Gather problem information and determine criticality; 
• Follow Global Call Management tools, process and procedures as documented and posted in relevant databases
• Suggest ways and means to motivate / improve assigned team's performance
• Communicate with the Customer Advocates
• Contribute as a team member
• Participate in management, team meetings and activities
• Participate in objective setting, performance management, reward and recognition programs
• Participate in special projects to continuously improve processes, tools, systems and organization
• Research and analyze operational effectiveness through interviews and metrics and provide input to management team
Other duties may be assigned. Incumbent is responsible to attend all company mandated/recommended training courses.

KEY AREAS OF RESPONSIBILITY:

• Supports Supervisor in all Supervisory duties
• Position works in a high volume, short cycle duration environment serving as the primary interface to internal and external customers and/or their agents 
• Troubleshoots undocumented problems
• Conducts service audits
• Position is dedicated to Call Management operations and/or request for escalation
• Research and analyze operational effectiveness of assigned team(s) through interviews and metrics and provide input to management team
• Serves as a Subject Matter Expert for Call Management processes
• Conducts audits and assists in work direction of a team of Service Planners to ensure daily functioning of the organization and daily/weekly/monthly/quarterly/annual metrics are met
• Responsible for new agent set-up and training, providing direction and support to the management team and may act as a project coordinator on assigned projects of medium scope and complexity
• Ensures and enables assigned team in meeting Service Level Agreements
• Position is responsible for overall Call Management system implementation and management
• Establish procedures for system maintenance, backup, testing, and daily operations
• Database creation, maintenance, and integrity
• Authors and edits user documentation, procedures, and instructions
• Coordination of testing for new devices, dispatching procedures, etc. for certification before implementation in live environment
• sdetermining customer entitlement, and documenting requests for service
• Receive and document service request and customer information; Ensure customer entitlement; Gather problem information and determine criticality; 
• Follow Global Call Management tools, process and procedures as documented and posted in relevant databases
• Suggest ways and means to motivate / improve assigned team's performance
• Communicate with the Customer Advocates
• Contribute as a team member
• Participate in management, team meetings and activities
• Participate in objective setting, performance management, reward and recognition programs
• Participate in special projects to continuously improve processes, tools, systems and organization
• Research and analyze operational effectiveness through interviews and metrics and provide input to management team
• This position predominantly involves working night shifts

BASIC QUALIFICATIONS:

• High School Diploma
• Proficiency in English
• 2-3 years of experience inside FSC or similar team
• Relationship building skills; Excellent communication skills, verbal and written as well as listening skills

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.  NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.  We believe in understanding and respecting differences among all people.  Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”