FSC Team Lead - Iberia

Responsibilities

• Develop and implement customer service policies and procedures
• Monitor team performance and provide ongoing coaching, feedback, and call quality monitoring
• Analyze customer service trends and prepare detailed reports to recommend improvements
• Train and onboard new customer service planners and arrange refresher courses for process updates
• Manage team rosters, leave planning, and ensure adherence to company policies
• Foster a collaborative environment and maintain strong working relations within the team
• Monitor KPIs and ensure compliance with escalation processes and service requests
• Provide real-time support by solving queries on the floor and guiding the team through job shadowing

Requirements

• Bachelor's degree (specialization in Management is an advantage)
• Minimum of 5 years of experience in customer service
• Excellent leadership, organizational, and mentoring skills
• Strong communication, problem-solving, and decision-making abilities
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment
• Knowledge of customer service software and systems

Benefits

• Private Health Insurance
• Employee Referral Bonus Program
• Wellbeing Resources and Baby Bonus
• Life, Accident & Disability Insurance
• Numerous opportunities for internal career advancement
• Discounts for employees at NCR Atleos partners

About the Company

NCR Atleos is a global leader in expanding financial access. Headquartered in Atlanta, our 20,000 employees work to optimize branches, improve operational efficiency, and maximize self-service availability for financial institutions and retailers worldwide. We are dedicated to solving customer challenges through continuous innovation and setting the highest standards in self-service banking.