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NCR Atleos

Operates global self-service ATM network

FSC Team Lead - Mexico Ticket Management

Customer SupportPosted on Nov 11
Full-timeMexico City, CDMX, MexicoNo salary listedIn-person

About the Job

Requirements

  • A university degree or relevant equivalent professional experience is required.
  • At least 5 years of experience in customer service, service operations, incident management, ticket management, or related operational areas is required.
  • Experience with incident or ticket management systems and customer-specific platforms is required.
  • Ability to analyze operational data, key performance indicators, workload, and service trends is required.
  • Proficiency with Microsoft 365 applications, especially Excel, Outlook, Teams, and PowerPoint, is required.
  • English proficiency sufficient to communicate with regional and global teams is required.
  • Strong leadership and organizational skills are required.
  • Strong customer communication and stakeholder-management skills are required.
  • Problem-solving, prioritization, and decision-making abilities are required.
  • Ability to manage multiple customer requirements and operational priorities simultaneously is required.
  • Ability to work effectively with FSC, CSM, Field Operations, GTS, and other cross-functional teams is required.

Responsibilities

  • Lead and support the TKT team in its daily execution of customer-specific operational activities.
  • Serve as an escalation point for operational situations requiring coordination among TKT, FSC, CSM, Field Operations, GTS, and other relevant teams.
  • Ensure timely and accurate communication of service-related information to customers.
  • Oversee incident-management activities and ensure customer escalations are properly documented, communicated, and routed to the appropriate teams.
  • Track incidents, appointments, missed visits, delays, and other operational situations that may affect customers.
  • Ensure accurate and timely updates in customer-specific platforms and required internal systems.
  • Oversee adherence to customer-specific processes, procedures, and communication requirements.
  • Identify process-improvement opportunities, process gaps, and repetitive manual activities that could be optimized to improve operational efficiency.
  • Support alignment and standardization of TKT processes across customers where possible.
  • Monitor operational key performance indicators, service quality, workload, and customer-related trends.
  • Prepare and analyze operational reports to identify areas requiring attention or improvement.
  • Provide coaching, guidance, training, and ongoing support to TKT team members.
  • Ensure new team members receive appropriate onboarding, process training, and customer-specific knowledge.
  • Coordinate schedules, shifts, vacations, and contingency plans to ensure adequate team coverage.
  • Promote cross-training to improve coverage across customer accounts when systems, access, and processes permit.
  • Support call and case quality reviews and coordinate corrective actions when process gaps are identified.
  • Ensure the team follows NCR Atleos policies, uses approved communication channels, and adheres to established escalation processes.
  • Promote effective collaboration between TKT and FSC teams, maintaining clear responsibilities and avoiding duplicated work.
  • Promote continuous improvement and a strong customer-service culture within the team.

Desired Qualifications

  • Previous experience leading, supervising, or coordinating teams is valued.

About the Company

NCR Atleos

Operates global self-service ATM network

NCR Atleos helps financial institutions, retailers, and consumers by running and improving self-serve financial access through a large network of ATMs. Its main product is an always-on, globally connected ATM service that enables people to withdraw cash, check balances, and complete other financial transactions without visiting a bank teller. The company combines extensive ATM installation and maintenance expertise with scalable operations and global support to keep machines up and running for customers around the world. What sets Atleos apart is its size and experience: it operates the largest independently-owned ATM network and offers continuous, worldwide services and ongoing improvements to its ATM technology and operations. The company’s goal is to make self-service financial transactions easy and reliable, drive foot traffic for retailers, and help banks run more efficient operations while giving consumers convenient access to digital-first cash and payment experiences.

Company size
10,001+
Company stage
Acquired
Total funding
$6.6B
Headquarters
Atlanta, GA
Founded
2023

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