Help Desk Team Lead

NCR Voyix; Cebu City; On-site; PHP 500,000 - 800,000; Full time

Job summary

NCR Voyix in Cebu City is seeking a proactive supervisor to lead support teams and ensure SLA standards. The role focuses on Call/Incident Management and escalation handling, with emphasis on process improvement and knowledge-base integrity.

Ideal candidates will demonstrate strong communication, leadership by example, and a sense of urgency, with technical and analytical skills to drive performance in a high-volume environment.

Qualifications

• Excellent communications, soft and relationship building skills.
• Leads by example and listening skills.
• Sense for urgency.
• Technical Knowledge.
• Organizational, problem solving and analytical skills.

Responsibilities

• Leads support teams and ensures teams meets SLA standards.
• Supports Supervisor in all Supervisory duties.
• Works in a high volume serving as the primary interface to internal and external customers and/or their agents.
• Position is dedicated to Call/Incident Management operations and/or requests for escalation.
• Conducts audits and assists in work direction of the team to ensure daily functioning of the organization and metrics are met.
• Responsible for new agent set-up and training, providing direction and support to the management team.
• Supports Knowledge base creation, documentation, maintenance, and integrity in relevant databases (Snow, OKM, SharePoint etc).
• Suggests ways to motivate / improve assigned team's performance.
• Participate in management, team meetings and activities.
• Participate in special projects to continuously improve processes, tools, systems and organization.
• Applies methodologies, processes and tools to enhance work effectiveness and to implement process improvements.
• Responsible to attend and re-assign all company mandated/recommended training courses.

Skills

Communication

Leadership by example

Urgency awareness

Technical knowledge

Analytical skills

Job description

Position Summary & Key Areas of Responsibility:

• Leads support teams and ensures teams meets SLA standards.
• Supports Supervisor in all Supervisory duties.
• Works in a high volume serving as the primary interface to internal and external customers and/or their agents.
• Position is dedicated to Call/Incident Management operations and/or request for escalation.
• Conducts audits and assists in work direction of the team to ensure daily functioning of the organization and daily/weekly/monthly/quarterly/annual metrics are met.
• Responsible for new agent set-up and training, providing direction and support to the management team.
• Supports Knowledge base creation, documentation, maintenance, and integrity in relevant databases (SNOW, OKM, SharePoint etc).
• Suggest ways and means to motivate / improve assigned team's performance.
• Participate in management, team meetings and activities.
• Participate in special projects to continuously improve processes, tools, systems and organization.
• Applies methodologies, processes and tools to enhance work effectiveness and to implement process improvements.
• Responsible to attend and re-assign all company mandated/recommended training courses.

Basic Qualifications:

• Excellent communications, soft and relationship building skills.
• Leads by example and listening skills.
• Sense for urgency.
• Technical Knowledge.
• Organizational, problem solving and analytical skills.