SAS Team Lead: Global Retail Support & Escalations

Ncr Voyix; Compostela; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

NCR Voyix is seeking a Team Leader for Retail Apps in Cebu, Philippines. The role provides hands‑on operational oversight and people leadership within a second‑level retail support environment, ensuring timely resolutions and a consistent customer experience.

You will work with Control Tower and Incident Management to improve runbooks, maintain service performance, and drive proactive risk management. Lead, coach, and develop a high‑performing team across L1‑L3 support to ensure smooth incident

Qualifications

• Advanced English communication skills (written and verbal).
• Strong background in a technical or service desk support environment.
• Demonstrated people leadership experience (formal or informal).
• Strong customer focus with the ability to manage multiple priorities.
• Comfortable using performance data to guide decisions and improvement.
• Proficient with standard office and reporting tools (MS Office or similar).
• Previous experience as a Team Lead or Supervisor.
• Exposure to retail, POS, SCO, or related technology environments.
• Experience with quality reviews, performance management, or reporting.
• Strong Excel, Power BI, Tableau, or similar analytical tooling.

Responsibilities

• Provide day‑to‑day leadership for a globally aligned retail support team operating in a medium‑volume, high‑complexity environment.
• Ensure incidents, requests, and escalations are handled consistently and in line with defined service standards and SLAs.
• Act as the first point of leadership escalation for technical, procedural, and customer experience issues.
• Own scheduling, shift planning, and coverage management to ensure the right capacity across a 24x7 support model.
• Maintain operational oversight during assigned shifts, adjusting coverage and workload to meet changing service demand.
• Balance service coverage with quality, keeping customer outcomes as the primary focus.

Skills

People leadership

Customer focus

Communication

Analytical thinking

Incident management

Team coordination

English proficiency

Problem solving

Education

High School Diploma or equivalent

Tools

Excel

Power BI

Tableau

Job description

NCR Voyix is seeking a Team Leader for Retail Apps in Cebu, Philippines. The role provides hands‑on operational oversight and people leadership within a second‑level retail support environment, ensuring timely resolutions and a consistent customer experience.

You will work with Control Tower and Incident Management to improve runbooks, maintain service performance, and drive proactive risk management. Lead, coach, and develop a high‑performing team across L1‑L3 support to ensure smooth incident