Global Service Desk Supervisor: Lead, Coach & Elevate CX

NCR Voyix; Cebu City; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

NCR Voyix seeks a Service Desk Supervisor to lead a high-performing team that supports customers globally. The role focuses on operational excellence, mentoring staff, and ensuring cases and escalations are handled efficiently and professionally.

The ideal candidate will have 3+ years in customer support or leadership, strong English communication, and a passion for developing others in a fast-paced environment.

Qualifications

• Minimum of 3 years in a customer support, service operations, incident management, or leadership role.
• Experience leading, coaching, or mentoring team members.
• Strong problem-solving and decision-making skills; capable in high-pressure situations.
• Excellent verbal and written communication in English.

Responsibilities

• Lead and support a team responsible for managing customer cases and escalations.
• Ensure team is prepared to handle calls, emails, and case activities.
• Oversee the case queue and timely resolution of requests and escalations.
• Own the Escalation Management process within the ITSM system.
• Coach and develop team members to boost performance and customer engagement.
• Conduct regular team meetings, performance discussions, and development activities.
• Drive continuous improvement of processes, efficiency, and customer experience.
• Manage workforce administration: scheduling, leave approvals, timesheets.
• Ensure training and compliance activities are completed on time.
• Support special projects and other business initiatives.

Skills

Customer support

Team leadership

Coaching

English proficiency

Incident management

Problem solving

Communication

Multi-tasking

Tools

ITSM system

Job description

NCR Voyix seeks a Service Desk Supervisor to lead a high-performing team that supports customers globally. The role focuses on operational excellence, mentoring staff, and ensuring cases and escalations are handled efficiently and professionally.

The ideal candidate will have 3+ years in customer support or leadership, strong English communication, and a passion for developing others in a fast-paced environment.