Help Desk Supervisor

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail and restaurant industries. NCR Voyix transforms retail stores and restaurant systems with comprehensive, platform-led SaaS and services capabilities. NCR Voyix is headquartered in Atlanta, Georgia, with customers in more than 35 countries across the globe.

Title: SAS – Supervisor

Grade: 10

Location: Buenos Aires, Argentina

Position Summary & Key Areas of Responsibility:

• Leads support team leaders and ensures teams meets SLA standards.
• Coaches team to meet service level agreement objectives.
• Supports Manager providing key metrics, imputs, SLA results and action plans.
• Position is to guarantee the Call/Incident Management operations and/or request for escalation.
• Research and analyze operational effectiveness of assigned team(s) through interviews and metrics and provide input to management team.
• Maintains relationships with key customers.
• Adapts global processes to meet local requirements.
• Monitor audits and assists in work direction of the team to ensure functioning of the organization and daily/weekly/monthly/quarterly/annual metrics are met.
• Responsible to guarantee the Knowledge base process (documentation, update and relevant articles).
• Receive suggestions and work to provide ways and means to motivate/improve assigned team's performance.
• Communicate with the Customer and the Account support teams providing key metrics and participating in Follow up meetings.
• Participate/Conduct in management, team meetings and activities.
• Conduct and participate in special projects to continuously improve processes, tools, systems and organization.
• Research and analyze operational effectiveness through interviews and metrics and provide input to management team.
• Works constructively and collaboratively with others and across organizations to accomplish organizational goals and objectives.
• Support and guide in methodologies, processes and tools to enhance work effectiveness and to implement process improvements.
• Responsible for participating in and ensuring the team completes all mandatory/recommended training courses.

Basic Qualifications:

• Excellent communications, soft and relationship building skills.
• Strong organizational acumen.
• Strong commitment to the corporate processes and goals.
• Proficient in MS Office (Word, Excel, Outlook and Power Point).
• Excellent verbal and written communication skills.
• Sense for urgency.
• Problem solving and analytical skills.

Offers of employment are conditional upon passage of screening criteria applicable to the job