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: Queue manager Aloha Cloud

Location: Serbia

Grade: 8

ABOUT NCR CORPORATION: 

NCR Voyix Corporation (NYSE: NCRV) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCRV enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCRV solutions run the everyday transactions that make your life easier. NCRV is headquartered in Atlanta, Georgia, with approximately 36,000 employees and does business in 180 countries. 

Position Summary & Key Areas of Responsibility

Manages the day-to-day operation of all Call Management queues.Assigns agents to the backlog.Assigns tickets based on priority, age, customer status – prioritization when needed.Monitors queue to ensure cases are assigned and nothing is sitting.Ensures that tickets are opened and closed within 2-hour FCR times when applicable.Offers expertise and direction when reviewing cases and alerts supervisors. Makes sure there is a seamless handoff of incidents between Customer Support and Escalations teams (and vice versa).Verifies that all incidents are touched within 24h with focus on: Priority 1 cases and focus accounts.Reviews escalation incidents.Oversees backlog and develops plans of action if backlog climbs above targets.Oversees the call queue.Spot checks throughout the day the telephony system to verify support techs are logged in and are in a ready state.Monitors for long calls and offers his expertise and direction to the agents in need.Spot checks calls on daily basis and provides feedback to leadership.Approves Lunch and Break while in the shift.Per need handles high/complex escalations and communicates updates to the customer.Participate in special projects as assigned by leadership by performing duties relevant to the business operation that differ from the primary work duties and responsibilities.Ensures required level of quality, quantity and efficiency of work.Ensures required level of accountability, responsibility, work ethics, etc.Ensures required level of teamwork, office discipline, communication and behavior.Submits daily/weekly/monthly report to their manager.Supports less experienced colleagues in the Team through joint working, monitoring, coaching, training, direct feedback and knowledge sharing.Performs other tasks at manager’s request.

Requirements for the job

Excellent ability to transfer knowledgeCandidate must be high energy and can handle a faster paced workstream.Prior experience in a dispatching role a plusCandidate must be well organizedExcellent communication skillsCandidate must have the knowledge to be able to redirect incident flow / traffic based on priority / situation.Candidate must be able to recognize and adjust as situational priorities changeCandidate should have 24+ months as a Support Tech prior to this roleMinimum of IV level of education (per official education categorization by the Ministry of Education of Republic of Serbia and/or the Ministry of Education of Republic of Srpska) or equivalent;Satisfactory initial level of communication and customer support skills, customer care skills and customer handling skills;Satisfactory functional knowledge of foreign languages required for communicating internally and with customers;Ability to successfully complete and successfully utilize technical training required for successful execution of work duties and responsibilities as defined by the job description;Work Ethics, behavior and attitude compliant consistent with Work Rulebook, NCR’s Core Shared Values and Code of Conduct.

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.”