Service Coord Team Lead

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Role & Responsibility

• Develop and implement customer service policies and procedures
• Monitor customer service Planners’ performance and provide ongoing coaching and feedback
• Analyse customer service trends and recommend improvements
• Train and onboard new customer service Planners.
• Monitor customer service Planners’ adherence to company policies and procedures
• Ensure customer service Planners maintain a high level of customer service
• Prepare and analyse customer service reports.
• Foster an environment of collaboration and teamwork among customer service Planners.
• To arrange refresher course for the SPs on process changes and updates, if any. Administrative/ Operational support to SP’s.
• To manage and maintain good working relations within the team.
• Motivate team and provide timely follow-ups
• Call quality monitoring for SP’s regularly and ensure to take corrective measures for improvement.
• Monitoring SRs regularly for compliance and checking Escalation process happening against the required SRs.
• Solving queries on floor.
• To plan the roster and leaves across the team
• To counsel/ guide and lead the team effectively To manage and monitor the KPIs.
• To ensure high quality of support to the team on job shadowing, training on process etc.

Requirements and Qualifications

• Bachelor’s degree with any specialization/Degree in Management will be added advantage.
• Minimum of 5 years of experience in customer service
• Excellent leadership and organizational skills
• Strong communication, problem-solving, and decision-making skills
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
• Able to handle multiple tasks and prioritize effectively
• Able to motivate and mentor customer service Planners.
• Knowledge of customer service software and systems

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.