Customer Support Delivery Leader - CSAT & SLA

NCR Corporation; Cebu City; Presencial; PHP 1.274.000 - 2.265.000; Jornada completa

Descripción de la vacante

NCR Voyix is seeking a Supervisor – Customer Support in Belgrade to lead Level1/Level2 teams, ensure high-quality outcomes, and drive customer satisfaction. You will manage incidents, coordinate cross-functional efforts, and uphold contractual commitments while guiding a high-volume support operation.

Ideal candidates have 3–6 years in technical support or service delivery, strong ITSM knowledge, and proven leadership and communication skills.

Formación

• Bachelor’s degree or equivalent experience is required.
• 3–6 years’ experience in technical support or service delivery.
• Experience leading teams and driving customer outcomes.

Responsabilidades

• Lead frontline delivery teams (L1/L2) to ensure quality outcomes.
• Maintain SLA/OLA adherence and proactive risk actions.
• Coordinate with L2/L3, Engineering, and vendors for resolutions.
• Drive CSAT improvements and incident lifecycle management.
• Coach and develop team members and manage performance.
• Escalate high-impact issues with clear communication.

Conocimientos

ITSM practices

Team leadership

Communication

Stakeholder management

Problem solving

Educación

Bachelor's Degree or equivalent

Herramientas

ServiceNow

Descripción del empleo

NCR Voyix is seeking a Supervisor – Customer Support in Belgrade to lead Level1/Level2 teams, ensure high-quality outcomes, and drive customer satisfaction. You will manage incidents, coordinate cross-functional efforts, and uphold contractual commitments while guiding a high-volume support operation.

Ideal candidates have 3–6 years in technical support or service delivery, strong ITSM knowledge, and proven leadership and communication skills.