Network Operations Center Supervisor

Staff4Me; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Staff4Me is seeking a capable NOC Operations Lead in Cebu City to oversee the Tier 3 and Proactive Team, align goals with the NOC Manager, and drive service consistency. You will manage schedules, conduct regular performance reviews, and ensure adherence to policies and procedures across the shift.

This role requires coordinating with management to implement new policies, preparing performance reports, handling escalations, and guiding agents through calibration sessions.

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.