Location
Mumbai | India
Job description
About NCR
NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.
Title – Group Lead / Team Lead – Incident Management Reports to : Asst. Manager/Manager (Incident Management)
Position Summary - Handling a team of 20-25 associates
- Responsible for Daily roster planning and productivity metrics measurement.
- Responsible for day-to-day task assignments of the team and the project.
- Managing escalations from customers and internal stakeholders and providing appropriate and effective resolution to their queries/complaints.
- Ensuring ATM related incidents and downtime is minimized through complete ownership.
- Ensuring team complies with the laid down processes, SOP, workflows, and telephony metrics.
- Engage with various teams proactively to deliver consistent performance and further SLA delivery improvement. Escalate customer problems both internally and externally, when required, according to defined escalation paths.
Basic Qualifications/Minimum Criteria - Graduate from any stream & should have good practical hands-on MS Office tools such as MS excel, PowerPoint, experience on CRM
- Minimum 3 years of work industry experience in ATM operations
- Good Soft skills & Interpersonal skills (verbal & written) are a must.
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.
Job tags
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