Helpdesk Team Lead

NCR Voyix; Cebu City; On-site; PHP 391,000 - 614,000; Full time

Job summary

NCR Voyix in Cebu City is seeking a capable Call Center Supervisor to lead a high-volume support team, ensuring SLA adherence and delivering strong customer service. The role focuses on incident management, escalation handling, and team training within a dynamic environment.

You will supervise staffing, support process improvements, and collaborate with management to drive performance metrics, while maintaining clear communication with stakeholders and ensuring adherence to corporate standards.

Qualifications

• Excellent communication and relationship-building abilities.
• Leads by example and shows strong listening skills.
• Demonstrates sense of urgency and prioritization.
• Shows strong technical knowledge relevant to IT/service delivery.
• Strong organizational, problem-solving and analytical capabilities.
• Proficient with Excel and PowerPoint.

Responsibilities

• Leads support teams and ensures SLA standards.
• Supports Supervisor in all supervisory duties.
• Acts as primary interface to internal/external customers and their agents.
• Handles call/incident management and escalation requests.
• Conducts audits and guides team to meet metrics (daily/weekly/monthly).
• Oversees new agent setup and training; provides direction to management.
• Maintains knowledge bases and documents processes in relevant systems.

Skills

Excellent communication

Leads by example

Sense of urgency

Technical knowledge

Organizational skills

Analytical skills

Excel

PowerPoint

Tools

Excel

PowerPoint

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.

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 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.
• Proficient in Excel and PowerPoint.

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

When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.