Helpdesk Team Lead: Incident & SLA Champion

Ncr Voyix; Philippines; On-site; PHP 480,000 - 720,000; Full time

Job summary

NCR Voyix Corporation seeks a capable supervisor to lead support teams in a high-volume call/incident environment. You will ensure SLA standards, assist in supervisory duties, and be the primary interface for internal/external customers and their agents.

You will conduct audits, train new agents, and support knowledge base maintenance across SNOW, OKM, and SharePoint, while contributing to process improvements and weekly/monthly metrics tracking.

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.

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 request for escalation.
• Conducts audits and assists in work direction of the team to ensure daily functioning 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).
• 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.

Skills

Communication skills

Leadership

Problem solving

Analytical skills

Time management

Tools

Snow

OKM

SharePoint

Job description

NCR Voyix Corporation seeks a capable supervisor to lead support teams in a high-volume call/incident environment. You will ensure SLA standards, assist in supervisory duties, and be the primary interface for internal/external customers and their agents.

You will conduct audits, train new agents, and support knowledge base maintenance across SNOW, OKM, and SharePoint, while contributing to process improvements and weekly/monthly metrics tracking.