Helpdesk Team Lead: SLA Champion & Team Coach

NCR Corporation; Cebu City; On-site; PHP 279,000 - 502,000; Full time

Job summary

NCR Voyix in Cebu City, Philippines is seeking a dynamic Call/Incident Management Supervisor to lead support teams, manage escalations, and ensure SLA adherence across channels. This role focuses on delivering consistent, high‑quality service in a fast‑paced environment.

You will train new agents, assist in process improvements, and collaborate with management to drive performance analytics, knowledge base maintenance, and standard operating procedures.

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 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.

Skills

Excellent communications

Listening skills

Sense for urgency

Organizational skills

Analytical skills

Problem solving

Tools

Excel

PowerPoint

Job description

NCR Voyix in Cebu City, Philippines is seeking a dynamic Call/Incident Management Supervisor to lead support teams, manage escalations, and ensure SLA adherence across channels. This role focuses on delivering consistent, high‑quality service in a fast‑paced environment.

You will train new agents, assist in process improvements, and collaborate with management to drive performance analytics, knowledge base maintenance, and standard operating procedures.