Team Lead, Services & Support

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

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 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.”