NCC Lead

About the role

The NCC Team Lead provides direct support, training, and development to NCC Agents while modeling Murphy USA's core competencies and principles. This position serves as backup during high call volumes and acts as the immediate point of escalation, including handling repeated emergency calls and down sites. The Team Lead ensures a high sense of urgency and supports first-contact resolution while assisting agents, sites, and vendors in resolving issues.

Responsibilities

• Monitor inbound calls and direct resources to maximize efficiency.
• Answer calls from sites and vendors, analyze issues, instruct callers on solutions, or escalate to the appropriate department or vendor.
• Follow up on accurate and timely ticket resolution.
• Complete daily ticket reviews.
• Use daily, weekly, and monthly NCC reports to achieve NCC goals.
• Develop unique solutions to highly complicated problems.
• Follow up on escalated issues and determine when to override assigned vendor protocol.
• Approve Not-to-Exceed (NTE) amounts within prescribed limits.
• Serve as the escalated point of contact for field operations, other departments, and vendors.
• Provide timely analysis of technical issues and interact with store personnel to resolve them.
• Report all issues in a timely manner and provide regular performance feedback to supervisors.
• Address agent concerns and complaints, escalating when necessary.
• Recognize and reward employee performance while reinforcing Quality Assurance initiatives.
• Maintain good working relationships with peers, other departments, and vendors.
• Act as supervisor on duty and provide support through an on-call rotating assignment.
• Perform any other related duties as required or assigned.

Requirements

• Ability to perform each essential duty satisfactorily.
• Knowledge, skills, and abilities required to meet the demands of the role.

Auto req ID: 223678BR | Store Number/Dept: 239902026000 - National Contact Center | Location: 200 E Peach St, 71730