Remote Voice NOC Team Lead

Velocity; Holland (OH); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

PTO & Paid Holidays

Paid Sick Time

401K – with Employer Match

Company provided Life Insurance

Short/Long-Term Disability

Supplemental Benefits Available

Job summary

Velocity is seeking a Voice NOC Team Lead to oversee 24/7/365 contact center operations. This role may be remote or hybrid at Holland, OH, with a schedule Monday-Friday 8am-4:30pm EST.

You will guide the VNOC team to deliver superior customer service and meet SLAs while coordinating across departments. The ideal candidate will have at least 2 years in a contact center or similar, with strong leadership and communication skills, and be legally authorized to work in the United States.

Qualifications

• Demonstrate ability to multitask in a dynamic environment.
• Show strong written and verbal communication skills.
• Maintain professional demeanor and appearance.

Responsibilities

• Provide day-to-day support for the VNOC Department.
• Ensure timely communication and resolution for customer issues.
• Maintain and improve SLA adherence and KPI tracking.
• Lead and mentor team members to ensure quality service.
• Collaborate with supervisors to enforce policies and procedures.
• Handle escalation requests from customers.
• Support continuous improvement initiatives within the team.

Skills

Multitask efficiently

Accountability

Calm under pressure

Process development

Policy enforcement

Discretion

MS Office proficiency

Professional image

Verbal & written communication

Organization & time management

Attention to detail

Education

High School Diploma

Tools

Microsoft Office

Job description

Velocity is seeking a Voice NOC Team Lead to oversee 24/7/365 contact center operations. This role may be remote or hybrid at Holland, OH, with a schedule Monday-Friday 8am-4:30pm EST.

You will guide the VNOC team to deliver superior customer service and meet SLAs while coordinating across departments. The ideal candidate will have at least 2 years in a contact center or similar, with strong leadership and communication skills, and be legally authorized to work in the United States.