Customer Support Supervisor - Lead Frontline Teams

NCR Voyix; Cebu City; On-site; PHP 723,000 - 1,084,000; Full time

Job summary

NCR Voyix in Belgrade is seeking a Supervisor – Customer Support to lead Level 1 and Level 2 teams, ensuring high-quality service delivery and adherence to SLAs.

You will drive performance metrics, manage workload, coordinate with L2/L3/Engineering, and mentor staff to improve CSAT and incident resolution.

The role requires a bachelor’s degree or equivalent and 3–6 years in technical support, with strong leadership and stakeholder management.

Qualifications

• Bachelor’s degree or equivalent experience.
• 3–6 years of experience in a technical support or service delivery environment.
• Experience in a team lead or supervisory capacity.
• Strong understanding of service desk operations and ITSM practices.
• Excellent communication, leadership, and stakeholder management skills.
• Proven ability to drive customer outcomes and operational performance.
• Strong analytical and problem-solving capability.

Responsibilities

• Accountable for end-to-end service delivery performance across assigned teams.
• Drive consistent, high-quality customer outcomes, ensuring incidents and service requests are resolved efficiently and professionally.
• Ensure adherence to SLAs, OLAs, and contractual commitments, taking proactive action where risks are identified.
• Act as escalation point for high-impact or high-visibility customer issues.
• Maintain strong focus on customer communication quality, ownership, and experience.
• Monitor CSAT performance and implement targeted actions to improve customer perception and outcomes.
• Lead day-to-day operations of Level 1 and/or Level 2 teams within a high-volume support environment.
• Manage workload distribution, prioritisation, and capacity to meet service demand.
• Drive performance against key metrics (SLA, backlog, ageing, first contact resolution, escalation quality).
• Ensure effective incident lifecycle management, from intake through resolution and closure.
• Identify and resolve operational bottlenecks, risks, and inefficiencies.
• Coordinate cross-functional resources (L2, L3, Engineering, third parties) to deliver timely resolutions.

Skills

Team leadership

Customer support

ITSM

Communication

Problem solving

Education

Bachelor’s degree or equivalent

Tools

ServiceNow

Job description

NCR Voyix in Belgrade is seeking a Supervisor – Customer Support to lead Level 1 and Level 2 teams, ensuring high-quality service delivery and adherence to SLAs.

You will drive performance metrics, manage workload, coordinate with L2/L3/Engineering, and mentor staff to improve CSAT and incident resolution.

The role requires a bachelor’s degree or equivalent and 3–6 years in technical support, with strong leadership and stakeholder management.