Support Operations Supervisor — SLA Coach & Process Improver

NCR Voyix; Cebu City; On-site; PHP 279,000 - 446,000; Full time

Job summary

NCR Voyix is seeking a capable operations supervisor to lead support teams and ensure SLA targets are met in Cebu City. The role emphasizes coaching, performance measurement, and collaboration with management to drive process improvements.

The position involves maintaining customer relationships, adapting global processes locally, and guiding teams through audits, documentation, and knowledge base updates to sustain high service levels.

Qualifications

• Excellent communications, soft and relationship building skills.
• Strong organizational acumen.
• Proficient in MS Office (Word, Excel, Outlook and Power Point).
• Excellent verbal and written communication skills.

Responsibilities

• Leads support team leaders and ensures teams meet SLA standards.
• Coaches team to meet service level agreement objectives.
• Supports Manager providing key metrics, inputs, SLA results and action plans.
• Guarantee Call/Incident Management operations and escalation processes.
• Research and analyze operational effectiveness and provide input to management.
• Maintain relationships with key customers and adapt processes to local needs.
• Monitor audits and ensure metrics are met across daily/weekly/monthly cycles.
• Ensure knowledge base processes are documented and updated.

Skills

Communication skills

Relationship building

Organizational acumen

Process adherence

Verbal & written communications

Tools

MS Office Suite

Job description

NCR Voyix is seeking a capable operations supervisor to lead support teams and ensure SLA targets are met in Cebu City. The role emphasizes coaching, performance measurement, and collaboration with management to drive process improvements.

The position involves maintaining customer relationships, adapting global processes locally, and guiding teams through audits, documentation, and knowledge base updates to sustain high service levels.