Retail Apps Team Lead - Service, Escalations & Coaching

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

Job summary

NCR Voyix is seeking a Retail Applications Team Lead (B3) in Cebu, Philippines. You will lead a globally aligned retail support team, manage escalations, and drive service quality across Level 2/3 operations, with a strong focus on process improvement and customer outcomes.

You will coach teams, balance coverage, and ensure consistent incident handling while maintaining proactive risk management and performance reporting.

Qualifications

• Solid leadership experience in a multi‑tier support environment.
• Strong English communication, written and verbal.
• Technical or service desk background with incident handling.
• Customer‑focused mindset with ability to manage priorities.
• Experience using data to drive improvements.

Responsibilities

• Provide day‑to‑day leadership for a globally aligned retail support team in a high‑complexity environment.
• Own scheduling, shift planning, and coverage for a 24x7 support model.
• Act as escalation point for technical and customer experience issues across teams.
• Ensure incidents and requests follow defined SLAs and escalation paths.
• Lead coaching, feedback, and performance development for team members.
• Maintain runbooks, quality reviews, and knowledge articles for improvements.

Skills

People leadership

Advanced English

Technical/service desk background

Customer focus

Data-driven decisions

MS Office proficiency

Education

High School Diploma or equivalent

Tools

Excel

Power BI

Tableau

MS Office

Job description

NCR Voyix is seeking a Retail Applications Team Lead (B3) in Cebu, Philippines. You will lead a globally aligned retail support team, manage escalations, and drive service quality across Level 2/3 operations, with a strong focus on process improvement and customer outcomes.

You will coach teams, balance coverage, and ensure consistent incident handling while maintaining proactive risk management and performance reporting.