Retail Applications Team Lead - Service & Support

NCR Voyix; Cebu City; On-site; PHP 800,000 - 1,000,000; Full time

Job summary

NCR Voyix is seeking an experienced Retail Applications Team Lead to provide operational and people leadership within a second-level retail support environment. The role balances hands-on oversight with coaching to improve performance, quality, and customer outcomes across 24x7 operations.

You will lead and coach the team, manage escalations, monitor SLAs, and drive continuous improvements in knowledge, processes, and reporting.

Qualifications

• High school diploma or equivalent required; additional ITIL knowledge is a plus.
• Fluent English communication skills, both written and verbal.
• Experience in a technical/service desk or retail tech environment desired.

Responsibilities

• Provide day-to-day leadership for a globally aligned retail support team in a high-complexity environment.
• Ensure incidents and requests are handled per SLAs and escalation paths.
• Own scheduling, shift planning, and 24x7 coverage management.
• Coach and develop team members; deliver structured feedback and performance reviews.
• Maintain operational runbooks and drive process improvements using data.

Skills

Advanced English comms

People leadership

Service desk support

ITIL awareness

Excel

Power BI

Tableau

Retail tech experience

Customer focus

Education

High School Diploma or equivalent

Tools

MS Office

Job description

NCR Voyix is seeking an experienced Retail Applications Team Lead to provide operational and people leadership within a second-level retail support environment. The role balances hands-on oversight with coaching to improve performance, quality, and customer outcomes across 24x7 operations.

You will lead and coach the team, manage escalations, monitor SLAs, and drive continuous improvements in knowledge, processes, and reporting.