Mea Fsc Senior Supervisor

4 days ago

مصر, Egypt NCR Full time

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, assignm

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