Shift Lead Supervisor – Network Operations at NCR

NCR Careers
NCR Careers

Job Description

  • 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
  • Responsible for interviewing, hiring, and onboarding new candidates
  • 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

Job Requirements

  • 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

Apply Via The Following Link

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