Service Operations Analyst

Overview

Service Operations Analyst role at NCR Atleos, leading a team of 20-25 associates and owning ATM incident resolution, team performance and SLA delivery.

What you'll do

• Handle a team of 20-25 associates.
• Plan the daily roster and measure productivity metrics.
• Make day-to-day task assignments for the team and projects.
• Manage escalations from customers and internal stakeholders and provide appropriate and effective resolution to their queries and complaints.
• Minimize ATM-related incidents and downtime through complete ownership.
• Ensure the team complies with laid-down processes, SOPs, workflows and telephony metrics.
• Engage proactively with the various ATMaaS teams to deliver consistent performance and further SLA delivery improvement.
• Escalate customer problems in ATMaaS internally and externally when required, according to defined escalation paths.

Details

• Location: Mumbai, India.
• Offers of employment are conditional upon passage of screening criteria applicable to the job.