Helpdesk Supervisor
Full-time
NCR Voyix
About NCR VOYIX NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide. 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, inputs, 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.
- 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.
Vacancy posted 1 day ago
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