Posted - May 11, 2026
SupportDesk & CodingDesk Supervisor
- Clark, Pampanga, PH
- Full time | Onsite
- Night Shift | 8:00 PM - 5:00 AM
Job Description
The SupportDesk & CodingDesk Supervisor is responsible for overseeing the daily operations of the SupportDesk and CodingDesk teams to ensure accurate, timely, and high-quality service delivery. This role focuses on team supervision, workflow management, invoice coding accuracy, client support coordination, process improvement, and staff development.
Key Responsibilities:
- Supervise daily tasks and monitor team performance to ensure work is completed accurately and within required timelines.
- Coach and support specialists to improve productivity, quality, and overall performance.
- Serve as the escalation point for difficult client concerns, major billing discrepancies, and vendor disputes.
- Audit invoice coding, including GL codes, account numbers, cost centers, and related data, to ensure 100% accuracy in the system.
- Balance team priorities between handling support tickets and processing daily invoice coding batches.
- Monitor departmental email inboxes and assign client requests accordingly.
- Train and onboard new hires on processes, systems, and company standards.
- Create, update, and organize process documentation and standard operating procedures (SOPs).
- Identify opportunities to improve workflow efficiency, turnaround times, and overall operational processes.
- Ensure service level agreements (SLAs), Billable Hours target, and internal deadlines are consistently met.
- Conduct regular quality assurance reviews and provide corrective feedback when necessary.
- Generate and review operational reports related to productivity, accuracy, ticket volumes, and invoice processing.
- Coordinate with internal departments, vendors, and clients to resolve issues promptly and professionally.
- Assist management in implementing new procedures, tools, and process enhancements.
- Maintain proper documentation and tracking of escalated issues and resolutions.
- Support scheduling, workload distribution, and resource planning for the team.
- Promote a positive, collaborative, and accountable team environment.
- Ensure compliance with company policies, financial controls, and client-specific requirements.
- Participate in performance evaluations and recommend development plans for team members.
- Handle urgent or high-priority requests and ensure timely resolution.
Qualifications & Requirements:
- Previous supervisory or team lead experience in support operations.
- Strong knowledge of invoice processing, GL coding, account reconciliation, and billing support.
- Excellent organizational, analytical, and problem-solving skills.
- Strong communication and leadership abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Proficiency in Microsoft Office applications, especially Excel and Outlook.
- Experience working with ticketing systems, accounting platforms, or ERP systems is preferred.
- High attention to detail and commitment to accuracy.
Preferred Skills
- Process improvement and workflow optimization experience.
- Ability to train, mentor, and motivate team members effectively.
- Strong customer service and conflict resolution skills.
- Experience handling high-volume support and invoice processing environments.
