FSC Team Lead

2 months ago

Belgrade, Central Serbia NCR VOYIX Full time

About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world's leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers' technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today's competitive landscape.

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

Position: FSC Team Lead - NAMER

Location: Belgrade, SRB

Grade: 9

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
  • 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
  • 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 PREFERRED QUALIFICATIONS:
  • Associate's Degree preferred

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 diversity and 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 email domain."

Help us run the world's top brands.

At NCR Voyix ) , we specialize in turning routine transactions into meaningful connections. With a rich history ) of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments. Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems.

We take pride in our strong culture ) and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.


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