Network Operations Center Supervisor

CallTek; Cebu City; On-site; PHP 391,000 - 670,000; Full time

Job summary

CallTek Philippines seeks a capable supervisor to oversee the Tier 3 and Proactive Team. You will align with the NOC Manager to meet goals, implement action plans, and drive service consistency across shifts.

You’ll conduct regular status meetings, provide performance feedback, schedule reviews, and help develop policies and procedures. This role requires strong coordination and hands-on support for agents when needed.

Qualifications

• Experience supervising Tier 3 and Proactive Team in a NOC environment.
• Ability to run status meetings and calibrations across teams.
• Strong communication and issue resolution skills.

Responsibilities

• Oversee Tier 3 and Proactive Team operations.
• Collaborate with NOC Manager to meet goals and direction.
• Create and execute action plans to ensure service consistency.
• Prepare Proactive Team performance reports and quarterly reviews.
• Schedule calls, reviews, and calibration sessions for the teams.
• Monitor disciplinary actions and provide performance feedback to leadership.
• Assist in developing, implementing, and maintaining internal client documentation and SOPs.

Skills

Team leadership

NOC operations

Performance feedback

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.