NCRVoyix is seeking for an Operational Site Leader to join our growing Shared Services team in the Philippines. The role is responsible of overseeing daily site operations, ensuring efficiency, productivity, and compliance with company standards. This role leads teams of 500-800 people, manages performance, and drives continuous improvement to achieve operational excellence.
Key Responsibilities:
- Responsible for the operational performance of Cebu customer support desks - currently growing and will be 500-800 people - supporting 20+ different customer desks
- Help lead the recruiting, organizational building, and establishing the culture of the Customer Support Organization in Cebu
- Track and manage performance of service desks - including incident volumes, backlogs, ASA, Abandon Rate, etc.
- Monitor support desk operational headcount productivity - desk balancing, hiring/backfill needs, etc.
- Develop, manage, and ensure implementation of process innovations to drive operational improvements across desks
- Partner with customer desk leaders in other locations (primarily Belgrade, Serbia)
- Lead site and country Leadership Council - across all functions
- Responsible for country communications, business continuity planning, and engagement programs
