Customer Support Operations Lead

NCR Corporation; Cebu City; On-site; PHP 450,000 - 750,000; Full time

Job summary

NCR Voyix is seeking a diligent Operations Supervisor in Cebu City to lead and coach a regional support team, ensuring all SLA targets are met. You will drive performance, manage escalation processes, and partner with management to deliver timely improvements.

You will collaborate with cross-functional teams, monitor metrics, and adapt global processes to local needs while maintaining strong customer relationships and adherence to quality standards.

Qualifications

• Excellent communications and relationship-building skills.
• Strong organizational acumen and process adherence.
• Proficient in MS Office and clear written/verbal communication.

Responsibilities

• Leads support team leaders and ensures teams meet SLA standards.
• Coaches team to meet service level agreement objectives.
• Supports Manager by providing key metrics, inputs, SLA results and action plans.
• Guarantees Call/Incident Management operations and escalation handling.
• Analyzes operational effectiveness via interviews and metrics and informs management.
• Maintains relationships with key customers and adapts processes locally.
• Monitors audits and guides team to meet daily/weekly/monthly metrics.
• Ensures knowledge base documentation and relevant articles are updated.

Skills

Communication

Organizational skills

MS Office

Verbal communication

Written communication

Problem solving

Sense of urgency

Tools

MS Office

Job description

NCR Voyix is seeking a diligent Operations Supervisor in Cebu City to lead and coach a regional support team, ensuring all SLA targets are met. You will drive performance, manage escalation processes, and partner with management to deliver timely improvements.

You will collaborate with cross-functional teams, monitor metrics, and adapt global processes to local needs while maintaining strong customer relationships and adherence to quality standards.