NCR Customer Care Team Leader (Buenos Aires - Argentina) in Argentina

NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Atlanta, Georgia, with approximately 29,000 employees and does business in 180 countries.

TITLE: Customer Care Team Leader LOCATION: Buenos Aires - Argentina GRADE: 9

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

  • Positions primary responsibility will be to ensure that customer faults are being worked in a manner that will result in the achievement of customer Service Level Agreement's (SLA’s) and customer satisfaction; Troubleshoots undocumented problems
  • Allocates work load, trains new employees, and provides feedback for improvement; Acts as team leader on large, critical geographic territories, requiring the highest level of skills and experience to meet critical SLA’s
  • Position requires understanding of Managed Service Center operations and solid understanding of all MSC support tools (eg. Gasper and D1)
  • Position responsible for understanding of the end to end processes that underpin quality customerservice;
  • Conduct service audits;

BASIC QUALIFICATIONS:

  • High School Diploma
  • 5 year’s of related experience
  • Exposure to ITIL or Six Sigma service improvement methodologies
  • Ability to effectively communicate to customers while protecting the company's position; Adapts communications to the intended audience; Ability to listen to understand and fosters open communications
  • Ability to gather, organize, and present information in a focused and concise manner; Provides feedback regarding accuracy of knowledge articles and other customer service tools
  • Ability to review / update training documents to ensure accuracy and relevance to the current environment; Ability to assist in the training of staff to ensure that when areas of improvement are recognized steps are taken to address
  • Ability to build relationships to gain support and commitment from others; Ability to motivate others to action;
  • Convey a sense of urgency and drives issues to closure

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. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. 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 Care Center

Title: Customer Care Team Leader (Buenos Aires - Argentina)

Location: Argentina

Requisition ID: 0065472_P-0012268