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.
Team Lead, Services & Support
Position Summary
Responsible for leading a team of support professionals to deliver high-quality customer service, achieve operational objectives, develop team capability, and maintain compliance with company standards.
The Team Lead provides day-to-day direction, coaching, performance management, and operational oversight to ensure an engaged, productive, and customer-focused team.
Key Responsibilities
Service Delivery
Manage the day-to-day activities and performance of the team.
Develop, communicate, and monitor action plans and timelines to ensure target achievement.
Delegate tasks effectively based on team members' skills, strengths, and development needs.
Communicate operational updates, challenges, and achievements to management.
Follow and enforce established escalation processes and procedures.
People Management
Motivate and inspire team members to achieve individual and organizational goals.
Conduct regular performance reviews, one-on-one meetings, and feedback sessions.
Create and maintain a positive, collaborative, and engaging work environment.
Support recruitment, onboarding, and integration of new team members.
Training & Knowledge Management
Provide training, coaching, and ongoing support to maximize employee performance and potential.
Empower team members by enhancing their confidence, product knowledge, communication, and problem-solving skills.
Performance & Quality Management
Monitor team productivity, quality, and compliance with company standards and procedures.
Identify performance gaps and implement improvement plans where necessary.
Continuous Improvement
Contribute to continuous improvement initiatives and overall business growth.
Qualifications and Requirements
Education
College Graduate
Additional education, certifications, or leadership training is considered an advantage.
Experience
Minimum of 2 years of relevant work experience in a leadership, supervisory, or team coordination role.
Experience in employee coaching, performance management, and team development is preferred.
Skills and Competencies
Excellent verbal and written communication skills.
Strong leadership and motivational abilities.
Effective coaching, mentoring, and conflict-resolution skills.
Confidence and strong negotiation and decision-making capabilities.
Strong organizational and time-management skills.
Ability to prioritize tasks and work in a fast-paced environment.
Fundamental knowledge in IT Hardware/Software
Analytical problem-solving skills and attention to detail.
Ability to build positive relationships across all levels of the organization.
Team Lead Success Metrics
One-to-one’s Completed
Attendance Management Tracking & Documentation Regularity
Performance Reviews Handled
Recognition Activities Conducted
Team Huddles Conducted
Training Completion Tracking
Cross-Training Activities Initiated if any
Improvement Initiatives Raised
Best Practice Sharing Handled
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 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…