NOC Operations Lead: Tier 3 & Proactive Team

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

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.