Helpdesk Supervisor — SLA-Driven Support Lead

NCR Voyix; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

NCR Voyix is seeking a capable operations manager to lead cross-functional support teams and ensure SLA adherence for call/incident management and escalations. Based in Cebu City, the role focuses on coaching teams, tracking metrics, and driving process improvements across local and global processes.

The position emphasizes strong communication, organizational skills, and collaboration across customer and account support teams, with a commitment to ongoing training and knowledge base upkeep.

Qualifications

• Excellent communications, soft and relationship building skills.
• Strong organizational acumen.
• Strong commitment to 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.

Responsibilities

• 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.

Skills

Excellent communication

Relationship building

Strong organizational skills

MS Office proficiency

Job description

NCR Voyix is seeking a capable operations manager to lead cross-functional support teams and ensure SLA adherence for call/incident management and escalations. Based in Cebu City, the role focuses on coaching teams, tracking metrics, and driving process improvements across local and global processes.

The position emphasizes strong communication, organizational skills, and collaboration across customer and account support teams, with a commitment to ongoing training and knowledge base upkeep.