Helpdesk Team Lead: SLA Champion & Tech Coach

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

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.