Service Planner - Pakistan

About NCR Atleos
NCR Atleos, headquartered in Atlanta, is a global leader in expanding financial access. With a workforce of 20,000 employees, the company focuses on optimizing branch operations, enhancing efficiency, and maximizing self-service availability for financial institutions and retailers worldwide.

We are currently looking for a highly organized and proactive Service Planner based in Pakistan. The successful candidate will manage inbound and outbound calls while supporting Service Request (SR) operations across the Gulf territory. This role requires a strong multitasker capable of handling high call volumes, coordinating service activities, and ensuring timely communication between internal teams and stakeholders.

Key Responsibilities
- Handle inbound and outbound calls professionally, ensuring high-quality customer interactions.
- Manage and process Service Requests (SRs), including reassignments, ETA updates and adjustments, cancellations, and territory changes.
- Complete SRs on behalf of Customer Engineers (CEs).
- Maintain accurate documentation in Public Notes for all SR actions.
- Provide timely updates on inquiries, escalations, and service status.
- Coordinate communication via email, Skype/Lync, and other internal tools.
- Monitor and address aged calls and out-of-process cases.
- Perform escalation management and suppression.
- Oversee premium freight usage and service efficiency.
- Track and support utilization of labor, parts, and freight.
- Collaborate closely with Services and Enablement teams.
- Conduct regular reviews of territory needs and service performance.
- Identify process improvements and provide constructive feedback.
- Support Gulf operations and perform additional tasks as required.

Required Qualifications

Communication Skills
- Strong verbal and written communication skills.
- Ability to confidently manage high-volume inbound and outbound calls.
- Professional email and chat communication abilities.

Experience
- Previous experience in call center, customer service, or service coordination roles.
- Demonstrated ability to manage multiple tasks and service requests simultaneously.
- 0 to 2 years of relevant experience.

Core Skills
- Excellent written communication skills in English.
- Proficiency in Arabic is an advantage.
- Strong multitasking and time management capabilities.
- Excellent organizational and coordination skills.
- Ability to work effectively under pressure in a fast-paced environment.
- Analytical and problem-solving mindset with high attention to detail.

Technical Skills
- Experience using ticketing or Service Request systems.
- Proficiency in MS Office applications.
- Familiarity with communication platforms such as Skype and Teams.

Personal Attributes
- Customer-focused with a professional attitude.
- Strong sense of ownership and accountability.
- Team player with cross-functional collaboration skills.
- Flexible and adaptable to changing priorities.

Work Conditions
- Five working days per week.
- Two days off on a rotational basis.
- Rotational shifts.

Offers of employment are conditional upon the successful completion of applicable screening criteria.

Equal Employment Opportunity Statement
NCR Atleos is an equal opportunity employer. We hire, train, promote, and compensate associates based on 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, disability, genetic information, medical condition, military or veteran status, or any other protected characteristic under applicable law.

Statement to Third-Party Agencies
NCR Atleos only accepts resumes from agencies listed on its preferred supplier list. Unsolicited resumes sent to our applicant tracking system, employees, or facilities will not be considered, and NCR Atleos is not responsible for any fees related to such submissions.