Network Operations Center Supervisor

CallTek, Inc.; Cebu City; Hybrid; PHP 480,000 - 600,000; Full time

Job summary

CallTek, Inc. in Cebu City seeks a Tier 3 and Proactive Team Lead to oversee shift operations, participate in regular NOC Manager meetings, and ensure service goals are achieved.

You will create and execute action plans, monitor team performance, schedule reviews and calibration sessions, and help implement new policies and standards to maintain quality and compliance.

Qualifications

• Experience leading Tier 3 and Proactive support teams.
• Ability to coordinate with NOC Manager for goal setting.
• Strong organisational and reporting skills.

Responsibilities

• Primarily handles the Tier 3 and Proactive Team.
• Regular status meeting with NOC Manager to ensure set goals or direction for the team is achieved.
• Feedback from the Tier 3 and Proactive Team Leaders.
• Create and execute action plans based on the goals and objectives set by the NOC Manager to ensure service consistency is achieved.
• Proactive Team Performance Report and Quarterly performance reviews.
• Work closely with the NOC Manager in implementing new policies and procedures.
• Create schedule for Tier 3 and Proactive Team.
• Routine operations management including documenting or reporting important information affecting shift performance.
• Provide account and team performance feedback to NOC Manager.
• Schedule call reviews and calibration sessions for the Tier 3 and Proactive team.
• Monitor and administer appropriate disciplinary actions to Tier 3 and Proactive team members.
• Analyze reports provided by the NOC Manager.
• Assess and assist whatever is needed for both Tier 3 and Proactive Team.
• Takes calls that agents/Team Leaders can't handle and be available when an agent needs assistance.
• Assist in the development, implementation and maintenance of internal and external client documentation, standard operating procedures, quality assurance protocols/standards, as well as compliance with policies, procedures and standards.

Job description

• Primarily handles the Tier 3 and Proactive Team.
• Regular status meeting with NOC Manager to ensure set goals or direction for the team is achieved.
• Feedback from the Tier 3 and Proactive Team Leaders.
• Create and execute action plans based on the goals and objectives set by the NOC Manager toensure service consistency is achieved.
• Proactive Team Performance Report and Quarterly performance reviews.
• Work closely with the NOC Manager in implementing new policies and procedures.
• Create schedule for Tier 3 and Proactive Team.
• Routine operations management including documenting or reporting important information affecting shift performance.
• Provide account and team performance feedback to NOC Manager.
• Schedule call reviews and calibration sessions for the Tier 3 and Proactive team.
• Monitor and administer appropriate disciplinary actions to Tier 3 and Proactive team members.
• Analyze reports provided by the NOC Manager.
• Assess and assist whatever is needed for both Tier 3 and Proactive Team.
• Takes calls that agents/Team Leaders can't handle and be available when an agent needs assistance. Accepts supervisor calls for appreciation, complaints, etc.
• Assist in the development, implementation and maintenance of internal and external clientdocumentation, standard operating procedures, quality assurance protocols/standards, as well as compliance with policies, procedures and standards.