Helpdesk Team Lead: SLA Champion & Trainer

NCR Voyix Corporation; Cebu City; On-site; PHP 450,000 - 700,000; Full time

Job summary

NCR Voyix Corporation seeks a proactive Call/Incident Management Supervisor to lead a high-volume support team at our Cebu City operations. You will ensure SLA compliance, train new agents, and drive process improvements while coordinating with management and stakeholders.

The role emphasizes strong communication, analytical thinking, and a sense of urgency to resolve incidents efficiently and maintain service levels. proactivity and teamwork are essential.

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

• Lead support teams and ensure SLA standards.
• Serve as primary interface to internal and external customers and/or their agents.
• Conduct audits and assist in work direction to meet metrics.
• New agent setup and training; provide direction to management team.
• Support knowledge base creation, documentation, maintenance and integrity.
• Participate in management meetings and special projects.
• Apply processes and tools to enhance efficiency and implement improvements.

Skills

Communication skills

Leadership

Analytical thinking

Problem solving

Sense of urgency

Tools

Excel

PowerPoint

Job description

NCR Voyix Corporation seeks a proactive Call/Incident Management Supervisor to lead a high-volume support team at our Cebu City operations. You will ensure SLA compliance, train new agents, and drive process improvements while coordinating with management and stakeholders.

The role emphasizes strong communication, analytical thinking, and a sense of urgency to resolve incidents efficiently and maintain service levels. proactivity and teamwork are essential.