• Job Description

  Req#: R0144985

  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.

  TITLE: CCC Team Lead

  LOCATION: Remote, Poland

  GRADE: 9

  Position works in high call volume, high complexity, Service Desk environment supporting NCR's customers (both internal and external) and their analysts in providing problem resolution for NCR products and services.

  This position is responsible for:

  - Position’s primary responsibility is to lead the team remotely supporting Retail customers as second level of support (inbound calls at minimum, but not excluded, neither volume fixed).

  - Deep diving into data and analyzing performance to identify procedural mistakes and room for improvement. Regularly doing the Quality Assurance and suggesting the changes to improve the team's performance.

  - Provide technical and procedural support to the team members and take part in problem solution brainstorming.

  - Escalate both internally and externally when required according to the defined Escalation Paths.

  - Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches. Also, enhance and develop the same across the team.

  - Research, resolve, and respond to questions received via telephone calls, meetings, e-mails, and callbacks in a timely manner, in accordance with current standards; Communicate with customers through various means (oral, written, electronic) to address their problems.

  - Document, verify and make appropriate corrections to the incident record and customer profile; Ensure thorough documentation of problem description and all subsequent activity; Write knowledge articles and update the existing ones based on lessons learned in resolving customer issues.

  - Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward and recognition programs.

  - Participate in special projects as assigned to continuously improve processes, tools, systems, and organization; Coordinate project start up activities. Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution.

  - Support less experienced colleagues in the team through joint working, monitoring, direct feedback, and knowledge sharing; Follow all mandatory training courses according to provided timelines.

  - Guide team members on following the internal and customer-oriented processes, assisting them addressing questions, concerns, or ideas.

  - Doing standardized reporting on daily, weekly, monthly, and other levels. Helping growth of the organization and continuous improvement overall.

  Manage operations during scheduled shifts covering 24x7, making use of on-hand tools and observations

  BASIC QUALIFICATIONS:

  - High School Diploma or equivalent

  - Advanced level of spoken and written English language (B2 or C1)

  - 0-2 years of related experience

  - Advanced MS Office skills and standard applications

  - High level knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards)

  - Excellent communication, soft and presentation skills at all levels

  - Possess strong customer service skills and be able to work in a dynamic team environment

  - Ability to work in a multitask fast paced environment.

  - Strong people management skills

  - Open-minded approach, with continuous improvement ideas and ready to present and drive them until implementation and review of the results

  - Going above and beyond with the tasks assigned and not just ticking the boxes

  PREFERRED QUALIFICATIONS:

  - Associate degree preferred

  - 2+ years of team lead or supervisor experience

  - Experience in providing in-house escalation assistance

  - A track record showing initiative leading to positive results

  - Strong Excel, Tableau, Power BI, or similar 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 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 @ncrvoyix.com email domain.”

• About the company

  NCR Corporation, previously known as National Cash Register is an American software, managed and professional services, consulting and technology company that also makes self-service kiosks, point-of-sale terminals, automated teller machines, check pro...

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