Support Desk Supervisor - SLA & Team Coach

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

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.