NCR Business Operations Supervisor in Oakland, California
TITLE: Business Operations Supervisor
LOCATION: Oakland, California
Think you know NCR? Think again!
We are NCR, a global tech company—and we run the everyday transactions that make your life easier. We’re the world leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With our software, hardware and portfolio of services, we make more than 300 million transactions possible every day.
Not only are we the leader in the markets and technology segments we serve…
We serve the most exciting and dynamic customers in the world – the North American retail market. And…we put them at the center of everything we do. Our mission in life is to enable our customers to exceed their goals – from customer satisfaction, to revenue growth, to operational excellence, to profit growth – our solutions cover all of these.
By continually learning about—and pioneering—how the world interacts and transacts, we’re helping companies not only reach their goals, but also change the way all of us shop, eat, travel, bank and connect. Together, we are shaping the future.
POSTION SUMMARY & KEY AREAS OF RESPONSIBILITY Are you a leader with the agility to thrive in a fast-changing environment and the creativity to enable a support team to reach and surpass customer satisfaction goals and achieve required SLAs?
We’re seeking a versatile leader with experience growing and leading the Customer Support teams in the Supply Chain industry.
If you have demonstrated experience in creating high-performance teams, driven to perform at their fullest potential and creatively drive customer solutions while delivering exceptional customer service, we want to talk to you.
Key Areas of Responsibility include: • Manage and act as a mentor to the Support Resource Team • Monitor and assign high priority issues to the support team • Liaise with Customers, Dayton call center, NCR internal R&D and PS teams, Project managers, QA resources, NCR leadership • Ensure the smooth day-to-day operation of the team ensuring SLAs are met and targets are met, maintained and improved • Enforce adherence to NCR standards and procedures across all support teams • Work with the Dayton call center to assure timely and accurate data capture in issue reporting • Ensure customer deadlines through effective allocation of resources, prioritizing high priority issues and monitoring progress • Identify and implement best practice in support management through ongoing employee evaluation and continuous process improvement • Identify areas of poor performance and implement effective action plans to resolve issues both in the immediate future and long term • Conduct quality control checks and provide feedback as necessary • Provide follow up with customers and resolve escalated issues • Implement training plans for current releases of the software as well as NCRU training • Drive and initiate revenue generating activities where appropriate • Monitor customer surveys and take appropriate follow-up actions with both the customer and the employee • Drive customer satisfaction by working with PS and Dev teams for post implement activities taking place on customer sites • Manage, track and report on KPIs • Coordinate the efforts of to ensure problems are resolved in a timely and effective manner
BASIC QUALIFICATIONS • Must have a good understanding of a "service business" in a Supply chain industry and a working knowledge of Power Enterprise • Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problem • Must be a customer service oriented and believe in teamwork, collaboration adaptability & initiative • Experience in coaching & staff development is mandatory • Strong interpersonal, communication and leadership skills • Excellent verbal and written communication skills • Demonstrated experience leading a multi-disciplinary team
PREFERRED QUALIFICATIONS • Relevant NCR experience • Knowledge and experience with SQL DB – SQL queries • Experience in on-job support at customer sites • QA background • Have innovative, technical and creative approach • Ability to effectively lead and mentor team members • Excellent verbal and written communication • Excellent time management skills • Advanced problem solving skills • Achievement focused • Ability to build relationships • Highly developed communication skills • Passion, drive and ‘can do’ attitude • Integrity and Trust
Visit our careers site for a list of the benefits offered in your region in addition to a competitive base salary and strong work/family programs.
EEO Statement Integrated into our shared values is NCR's commitment to diversity. 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. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. 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 Customer Svcs/Support Services
Title: Business Operations Supervisor
Requisition ID: 0066366_P0224947