About NCR VOYIX NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities. Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems. Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape. Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner. Title: Senior Supervisor Grade: 11 Location: Serbia Position Summary & Key Areas of Responsibility + Position works in a high volume, short cycle duration environment serving as an interface to internal and external customers and/or their agents + Manages day to day operations and results of a technical/service team + Resp o nsible for directly and indirectly leading a dedicated team of skilled professional and technical team members. + Directly supports process improvement for operational initiatives + Manages workflow to accommodate volume and special project demands + Conducts service audits + Manages a major customer service function or individual call center within a region + Collaborates with global counterparts, key customers and business unit leadership to develop long-term strategic plans + Develops call center and problem resolution standards on a global basis + Applies in-depth understanding of the business impact of technical contributions and regularly provides advice and counsel related to the operation of the business to senior leadership teams + Coaches team to meet service level agreement objectives + Sets call-taking quotas for the team based on global service desk response metrics + Establishes operating procedures based on customer and 3rd party requirements + Adapts systems and workflow to improve efficiency and responsiveness + Maintains relationships with key customers + Adapts global processes to meet local requirements + Partners with sales and marketing teams to develop and grow business through service offerings and support + Research and analyze operational effectiveness of assigned team(s) through team meetings and metrics and provide input to management team + Analyzes support operations to identify process improvement opportunities based on: - Key metrics - Account reviews - Customer feedback + M ay act as a project coordinator on assigned projects of medium scope and complexity + Position is responsible for overall Incident Management system implementation and management + Suggest ways and means to motivate / improve assigned team's performance + Communicate with the Account support teams + Participate in management, team meetings and activities + Participate in objective setting, performance management, reward and recognition programs + Leverages experiences and acquires and shares new skills and knowledge to enhance organizational capability and individual competence. + Fosters teamwork by identifying and removing obstacles to ensure organization results are achieved. + Writes, speaks, listens, and presents information effectively and persuasively. + Provides feedback to associates through verbal and/or written mediums. + Other duties may be assigned. Incumbent is responsible to attend all company mandated/recommended training courses. + This role is an escalation point within the assigned customers/teams requiring extended working hours. B asic Qualifications + Exceptional people skills. Able to devote and work on team spirit, team communication as well as to address possible discipline or performance issues. Familiar with HR processes and Workday; + Exceptional written and oral communication. At least 3 years’ experience working in customer facing role; + Able to set team goals and objectives as well as individual goals for each employee, recognize potential and support career road maps; + Fully familiar with Six sigma and ITIL practices. Able to define all objectives and owners and make clear distinction between the different aspects of support model. + Familiar with ITSM tools, ITS tools, Telephony tools and internal processes;   + Ability to establish and handle customer communication and if needed diffuse and resolve escalations; + Familiar with Excel and analytic tools + Strong organizational acumen + Proficient in Excel and PowerPoint + Sense of urgency + Problem solving and analytical skills. + Relationship building 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. 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 strive 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 “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.” Help us run the world's top brands. At NCR Voyix (http://www.ncr.com/) , we specialize in turning routine transactions into meaningful connections. With a rich history (http://www.ncr.com/about/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 optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems. We take pride in our strong culture (http://www.ncr.com/about) 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.