MEA FSC Senior Supervisor

About NCR
NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise
provider in the financial, retail and hospitality industries. NCR is
headquartered in Atlanta, Georgia, with ‎36,000 employees globally. NCR is a
trademark of NCR Corporation in the United States and other countries.

Title: MEA FSC Senior Supervisor
Location: Giza, Egypt
Position Summary
This position's primary purpose is to manage, control, and direct teams
assigned and maintain operations of the subordinate FCIM-FSC employees in
fulfilling directives issued by FCIM, and NCR Leadership. The incumbent is
responsible for Call Management and Field Logistics operations and providing
related support for the NCR Operations within geography assigned. Incumbent is
directly involved in review, and control of all processes that are trending
negatively and are thus jeopardizing performance of department and/or
organization. Incumbent is, further, responsible for reporting, driving and/or
escalating all identified issues within team under direct or indirect
supervision, as well as within teams adjacent to incumbent's supervisory
organization.
The incumbent is responsible for timely, efficient and effective management,
work load balancing, SLA attainment and delivery against management mandated
priorities for all members of the team(s) assigned.
The incumbent directly interfaces with FSC, FCIM, and Field management on
regular basis.
The incumbent is responsible for reviewing, evaluating, and analyzing FSC
processes to ensure high level of efficiency is attained.
Supervisory Responsibilities:
This position is responsible for supervising the FSC positions. The span of
supervision also includes approximately ‎20-‎50 associates. Responsibilities
include such duties as hiring, training, and appraising performance of
associates.
Duties and Responsibilities:
* 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
* Be aware of Corporate Equal Opportunity/Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business
* Research and analyze operational effectiveness through interviews and metrics and provide input to management team
* Perform other corresponding duties and tasks in accordance with his qualifications, as directed by Employer
Education and/or Experience Required:
University or College degree with minimum of ‎1+ year experience within Call
Management organization
Skill Requirements:
* Demonstrates the ability to be familiar with the major operating units and/or functional areas of the departments within NCR. Understands the purpose, scope, and responsibilities of each department, functional areas, and the products and services they offer in support of NCR's overall business objectives.
* Demonstrates the ability to review tasks, assignments or projects with the appropriate individuals and to develop plans for new programs or solve problems in existing programs.
* Demonstrates the ability to work with individuals on a one-to-one or one-to-small group basis and persuade and convince them to follow a specific course of action or react in a specific manner.
* Sets clear goals and encourages individuals to set challenging goals. Fosters a team environment that encourages risk and innovation. Values the diversity of teams and maximize the synergy of different perspectives.
* Minimum C1 English language skills
Offers of employment are conditional upon passage of screening criteria
applicable to the job.
EEO Statement
Integrated into our shared values is NCR'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 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 has an ongoing responsibility to
respect and support a globally diverse environment.

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