Helpdesk Senior Supervisor

2 days ago

Cebu City, Central Visayas, Philippines NCR Voyix Full time

Job Description

Title: HelpDesk Senior Supervisor

Location: Cebu, Philippines

Position Summary & Key Areas of Responsibility:

  • Leads support team leaders and ensures teams meets SLA standards.
  • Coaches team to meet service level agreement objectives.
  • Supports Manager providing key metrics, imputs, SLA results and action plans.
  • Position is to guarantee the Call/Incident Management operations and/or request for escalation.
  • Research and analyze operational effectiveness of assigned team(s) through interviews and metrics and provide input to management team.
  • Maintains relationships with key customers.
  • Adapts global processes to meet local requirements.
  • Monitor audits and assists in work direction of the team to ensure functioning of the organization and daily/weekly/monthly/quarterly/annual metrics are met.
  • Responsible to guarantee the Knowledge base process (documentation, update and relevant articles).
  • Receive suggestions and work to provide ways and means to motivate/improve assigned team's performance.
  • Communicate with the Customer and the Account support teams providing key metrics and participating in Follow up meetings.
  • Participate/Conduct in management, team meetings and activities.
  • Conduct and participate in special projects to continuously improve processes, tools, systems and organization.
  • Research and analyze operational effectiveness through interviews and metrics and provide input to management team.
  • Works constructively and collaboratively with others and across organizations to accomplish organizational goals and objectives.
  • Support and guide in methodologies, processes and tools to enhance work effectiveness and to implement process improvements.
  • Responsible for participating in and ensuring the team completes all mandatory/recommended training course

Basic Qualifications:

  • 3-5 years of relative experience (Helpdesk Supervisor, Technical Support Supervisor, Technical/Customer Service Supervisor
  • Global Leadership
  • SLA and KPI management
  • Desk/Team management (Growth and Retention)
  • Excellent communications, soft and relationship building skills.
  • Strong organizational acumen.
  • Strong commitment to the corporate processes and goals.
  • Proficient in MS Office (Word, Excel, Outlook and Power Point).
  • Excellent verbal and written communication skills.
  • Sense for urgency.
  • Problem solving and analytical skills.

  • Helpdesk Coordinator

    2 days ago

    Cebu City, Central Visayas, Philippines BENCHMARK365 INC. Full time

    Helpdesk Coordinator Cebu City/Outside Cebu | Onsite or Remote Priority will be given to applicants who can start immediately.The Helpdesk Coordinator ensures the smooth flow of technical support operations by coordinating, scheduling, and triaging support tickets. You will act as the communication bridge between partners, customers, technicians, and...

  • Helpdesk Coordinator

    1 week ago

    Cebu City, Central Visayas, Philippines BENCHMARK365 INC. Full time

    Helpdesk Coordinator Cebu City | Onsite | Full-timeThe Helpdesk Coordinator is responsible for ensuring the smooth flow of technical support operations by coordinating, scheduling, and triaging support tickets. You will serve as the communication bridge between partners, customers, technicians, and vendors, ensuring all parties are informed and issues are...

  • Help desk Senior Supervisor

    3 days ago

    Cebu City, Central Visayas, Philippines NCR Corporation Full time

    About NCR VOYIXNCR Voyix Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail and restaurant industries. NCR Voyix transforms retail stores and restaurant systems with comprehensive, platform-led SaaS and services capabilities. NCR Voyix is headquartered in Atlanta, Georgia, with customers in more than 35...

  • Operations Supervisor

    6 hours ago

    Cebu City, Central Visayas, Philippines Teleperformance Full time

    About the role Are you an experienced Operations Supervisor looking for an exciting new opportunity? Teleperformance is seeking a talented Operations Supervisor to join our dynamic team in Cebu City, Cebu. This full-time role will have you overseeing a high-performing contact center team, ensuring exceptional customer service for our clients. Based in our...

  • IT Helpdesk

    2 weeks ago

    Angeles City, Central Luzon, Philippines MCI Careers Full time

    POSITION OVERVIEWMCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of...

  • IT Helpdesk

    7 days ago

    Angeles City, Central Luzon, Philippines OneMCI Full time

    LOCATIONAngeles City, PHJOB TYPEFull-TimePOSITION OVERVIEWAt MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.We are seeking a skilled IT Helpdesk Specialist to join...

  • marketing supervisor

    2 weeks ago

    Cebu City, Central Visayas, Philippines PLAY PARK ENTERTAINMENT INC Full time

    Job DescriptionPosted on9 January 2026Lead and coach frontline marketing staff delivering guest-centric service at the membership desk, on the gaming floor, and during promotions, events, and VIP hosting. Own shift execution, service standards, compliance, controls, and post-activity reporting.Qualifications/Requirements• 3–5+ years in...

  • ONSITE IT Helpdesk Specialist

    1 week ago

    Cebu City, Central Visayas, Philippines Complete Development (CoDev) Full time

    Our client is a marketing software company that serves small business owners, primarily financial advisors, and insurance agents. About 40,000 small businesses use our tools to build websites and send out content. Generally, these businesses don't have marketing departments but are growth-minded enough to know they need to market themselves. We help them...

  • WFM Supervisor

    4 days ago

    Cebu City, Central Visayas, Philippines KMC Solutions Full time

    Job SummaryThe WFM Supervisor is responsible for leading the WFM team (Schedulers, Real-Time Analysts, Reports Analyst and Forecasters) to optimize staffing levels and operational efficiency. You will oversee the end-to-end WFM process—from long-term forecasting to real-time execution—ensuring that client KPIs, such as Service Level (SL) and Abandonment...

  • IT Operations Analyst II- Incident Management

    5 days ago

    Cebu City, Central Visayas, Philippines Conduent Full time

    Description Responsibilities:• Coordinates and drives Restoration of Service for Major Incident events.• Coordinating a large Cross Functional Team• Conducts escalation to service teams, senior management and leaders to ensure appropriate awareness, engagement and focus• Produces accurate and timely communications tailored to relevant audience...