Helpdesk Team Lead - SLA & Incident Management Leader

NCR Voyix; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

NCR Voyix is seeking a results-driven Call/Incident Management Supervisor to lead high-volume support teams and ensure SLA standards are met. The role centers on serving as the primary interface to internal and external customers, guiding daily operations and enforcing quality.

You will train new agents, maintain documentation in SNOW/SharePoint, contribute to knowledge base improvements, and participate in regular management meetings to drive process optimizations and performance reporting.

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

Communication skills

Leadership

Urgency awareness

Technical knowledge

Analytical skills

Excel & PowerPoint

Job description

NCR Voyix is seeking a results-driven Call/Incident Management Supervisor to lead high-volume support teams and ensure SLA standards are met. The role centers on serving as the primary interface to internal and external customers, guiding daily operations and enforcing quality.

You will train new agents, maintain documentation in SNOW/SharePoint, contribute to knowledge base improvements, and participate in regular management meetings to drive process optimizations and performance reporting.