Helpdesk Supervisor

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

About NCR VOYIX NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Position Summary & Key Areas of Responsibility

• Leads support team leaders and ensures teams meets 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.
• Sense for urgency.
• Problem solving and analytical skills.
• Offers of employment are conditional upon passage of screening criteria applicable to the job.

Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity.

All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.

NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.

We believe in understanding and respecting differences among all people.

Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Help us run the world's top brands.

At NCR Voyix, we specialize in turning routine transactions into meaningful connections.

With a rich history of innovation, we've been at the forefront of problem-solving through technology.

Operating globally in over 30 countries, we lead in Retail, Restaurant, Digital banking, and Payments.

Our solutions optimize banking operations, streamline restaurant services, enhance retail interactions, and foster trust through secure payment systems.

We take pride in our strong culture and a history of providing robust career paths.

Come work for a leading technology company where you can grow your career.

Join us and be part of revolutionizing transactions across these pivotal industries.