Shift Lead 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.

Job Title: Shift Lead Supervisor - Network Operations

Location: Cairo, Egypt

Summary

The Shift Lead Supervisor is responsible for managing the pool of NOC L1/L2/L3 Shift Leads. Shift Lead Supervisor interacts with all levels of MSO Management in the course of identifying and implementing required improvements in addition to ensuring the compliance of the dictated quality, process, customer experience standards (including: SLAs, KPIs and CSFs) across all operational interlocks within the NOC to deliver a qualified customer-supporting model.

Roles & Responsibilities
- Responsible for supervising the Shift Lead duties and responsibilities to ensure the delivery of qualified customer experience
- Ensuring Team is carrying out the required activities within dictated scope of Incident Management, Change Management and Problem Management Managing operational escalations related to the Shift Lead duties and responsibilities
- Works closely with the Process Team to ensure the Team’s regular compliance to agreed processes and best practices
- Ensuring that the Team is regularly meeting the global targets as dictated in the monthly-generated NOC KPI and Performance Reports
- Implement required practices to ensure customer satisfaction and continues Service improvement in line with the internal global quality recommendations and customer success factors
- Mentoring and coaching Team members to develop team strengths and improve weaknesses
- Conducting performance review through identifying Team goals and evaluating progress accordingly
- Schedule work shifts as per the business requirements
- Flexibility in working hours; may require working during holidays, weekends or extended working hours

**Required Skills**:

- Fluency in English language (both verbal and written)
- Bachelor’s degree in Communications Engineering, Computer Science, or any relevant field
- Minimum 3 years of experience in IT Service Operations environments
- Strong knowledge in NOC-supported customers’ processes and practices
- Customer service management skills - previous experience in management position within IT Service Providers environments is a plus
- Proven leadership skills: ability to effectively manage, coach and develop subordinates (previous leadership experience is a plus)
- Excellent communication and presentation skills
- Excellent MS Office 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.