Help Desk Supervisor

NCR Corporation; Argentina; Remote; ARS 1,000,000 - 1,400,000; Full time

Job summary

NCR Voyix Corporation is seeking a SAS Supervisor in Buenos Aires to lead the support teams, ensure SLA objectives are met, and coach staff to deliver high-quality service. You will support management with key metrics, escalation handling and process improvements across multiple channels.

The role focuses on optimizing call and incident management, maintaining robust knowledge base practices, and aligning local operations with global standards while fostering strong customer relationships.

Qualifications

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

Responsibilities

• 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.
• Guarantees Call/Incident Management operations and/or escalation requests.
• Researches and analyzes operational effectiveness through interviews and metrics; provides input to management.
• Maintains relationships with key customers; adapts global processes to local requirements.
• Monitors audits and directs team to meet monthly/quarterly/annual metrics.
• Ensures Knowledge base processes, documentation and relevant articles are up to date.
• Drives training compliance and participation across the team.

Job description

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.

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.

Our Commitment to Inclusion

NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to stride to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes.

Application Guidance

"When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain."

Our Vision

Help us run the world’s top brands. At NCR Voyix, we specialize in turning routine transactions into meaningful connections. With a rich history of innovation, we've been at the forefront of problem-solving through technology. Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments.

Our Solutions

Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems.

Career Opportunities

We take pride in our strong culture and a history of providing robust career paths. Come work for a leading technology company where you can grow your career. Join us and be part of revolutionizing transactions across these pivotal industries.