Helpdesk Supervisor

ncr; Cebu City; On-site; PHP 502,000 - 837,000; Full time

Job summary

NCR Voyix Corporation is seeking a hands-on Operations Lead to drive support teams, ensure SLA adherence, and optimize incident and knowledge management processes. You will mentor staff, report metrics, and collaborate with customers to improve service outcomes.

Ideal candidates bring strong communication, organizational skills, and a solution-focused mindset, with experience in a fast-paced support environment and MS Office proficiency. This role is on-site in Cebu City, Philippines.

Qualifications

• Excellent communications, soft and relationship building skills.
• Strong organizational acumen and ability to meet deadlines.
• Proficient in MS Office (Word, Excel, Outlook, PowerPoint).
• Excellent verbal and written communication skills.

Responsibilities

• Leads support team leaders and ensures teams meet SLA standards.
• Coaches team to meet service level objectives.
• Supports Manager with key metrics, inputs, SLA results and action plans.
• Guarantees Call/Incident Management operations and escalation processes.
• Researches and analyzes operational effectiveness and provides input to management.
• Maintains relationships with key customers and adapts processes to local needs.
• Monitors audits and guides the team to meet periodic metrics.
• Ensures Knowledge Base documentation is current and accessible.
• Drives continuous improvements through special projects and cross-team collaboration.

Skills

Communication skills

Organizational skills

Problem solving

Analytical skills

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

EEO Statement

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.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes