Service Desk Lead - Coaching Teams & Customer Excellence

NCR Voyix; Cebu City; Sur place; PHP 600 000 - 1 000 000; Plein temps

Résumé du poste

NCR Voyix is seeking a Service Desk Supervisor to lead a global support team focused on delivering exceptional customer service and efficient incident management. The role emphasizes coaching, mentoring, and driving continuous improvement in processes and customer experience.

You will mentor staff, manage escalations, and coordinate workforce administration while ensuring timely resolution of customer requests and adherence to ITSM practices across regions.

Qualifications

• Minimum 3 years in customer support or leadership roles.
• Proven experience leading teams and developing staff.
• Excellent verbal and written English communication skills, including clear documentation.

Responsabilités

• Lead and support a team responsible for managing customer cases and escalations.
• Ensure team members are ready to handle calls, emails, and case activities.
• Oversee the case task queue and ensure timely action and resolution of requests.
• Own the Escalation Management process within the ITSM system end-to-end.
• Coach, mentor, and develop team members to improve performance and engagement.
• Conduct regular team meetings, performance discussions, and development activities.
• Drive continuous improvement to processes, efficiency, and customer experience.
• Manage workforce administration: scheduling, leave approvals, and timesheet reviews.
• Ensure completion of required training and compliance activities on time.
• Support special projects and other business initiatives.

Connaissances

Team leadership

Customer support

Incident management

English communication

Coaching

Mentoring

Description du poste

NCR Voyix is seeking a Service Desk Supervisor to lead a global support team focused on delivering exceptional customer service and efficient incident management. The role emphasizes coaching, mentoring, and driving continuous improvement in processes and customer experience.

You will mentor staff, manage escalations, and coordinate workforce administration while ensuring timely resolution of customer requests and adherence to ITSM practices across regions.