Help Desk Supervisor

NCR Voyix; Cebu City; On-site; PHP 279,000 - 446,000; Full time

Job summary

NCR Voyix is seeking a capable operations supervisor to lead support teams and ensure SLA targets are met in Cebu City. The role emphasizes coaching, performance measurement, and collaboration with management to drive process improvements.

The position involves maintaining customer relationships, adapting global processes locally, and guiding teams through audits, documentation, and knowledge base updates to sustain high service levels.

Qualifications

• Excellent communications, soft and relationship building skills.
• Strong organizational acumen.
• Proficient in MS Office (Word, Excel, Outlook and Power Point).
• Excellent verbal and written communication skills.

Responsibilities

• Leads support team leaders and ensures teams meet SLA standards.
• Coaches team to meet service level agreement objectives.
• Supports Manager providing key metrics, inputs, SLA results and action plans.
• Guarantee Call/Incident Management operations and escalation processes.
• Research and analyze operational effectiveness and provide input to management.
• Maintain relationships with key customers and adapt processes to local needs.
• Monitor audits and ensure metrics are met across daily/weekly/monthly cycles.
• Ensure knowledge base processes are documented and updated.

Skills

Communication skills

Relationship building

Organizational acumen

Process adherence

Verbal & written communications

Tools

MS Office Suite

Job description

Position Summary & Key Areas of Responsibility:

• Leads support team leaders and ensures teams meet SLA standards.
• Coaches team to meet service level agreement objectives.
• Supports Manager providing key metrics, inputs, SLA results and action plans.
• Position is to guarantee the Call/Incident Management operations and/or request for escalation.
• Research and analyze operational effectiveness of assigned team(s) through interviews and metrics and provide input to management team.
• Maintains relationships with key customers.
• Adapts global processes to meet local requirements.
• Monitor audits and assists in work direction of the team to ensure functioning of the organization and daily/weekly/monthly/quarterly/annual metrics are met.
• Responsible to guarantee the Knowledge base process (documentation, update and relevant articles).
• Receive suggestions and work to provide ways and means to motivate/improve assigned team's performance.
• Communicate with the Customer and the Account support teams providing key metrics and participating in Follow up meetings.
• Participate/Conduct in management, team meetings and activities.
• Conduct and participate in special projects to continuously improve processes, tools, systems and organization.
• Research and analyze operational effectiveness through interviews and metrics and provide input to management team.
• Works constructively and collaboratively with others and across organizations to accomplish organizational goals and objectives.
• Support and guide in methodologies, processes and tools to enhance work effectiveness and to implement process improvements.
• Responsible for participating in and ensuring the team completes all mandatory/recommended training courses.

Basic Qualifications:

• Excellent communications, soft and relationship building skills.
• Strong organizational acumen.
• Strong commitment to the corporate processes and goals.
• Proficient in MS Office (Word, Excel, Outlook and Power Point).
• Excellent verbal and written communication skills.