Remote Voice NOC Team Lead – 24/7 Support

Velocity, A Managed Solutions Company; United States; Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

PTO & Holidays

Paid sick time

401K with employer match

Parental leave

Life insurance

Disability

Job summary

Velocity MSC seeks a Voice NOC Team Lead to manage a 24/7/365 contact center. The role supports the VNOC department day-to-day, ensures tasks meet timelines, quality standards, and customer satisfaction, and collaborates across teams to resolve issues.

This full-time position can be remote or hybrid from Holland, OH. The ideal candidate has at least 2 years in a contact center or NOC, strong communication and leadership skills, and the ability to manage SLAs and KPIs.

Qualifications

• High School Diploma required.
• Minimum 2 years’ work experience in a contact center or similar background preferred.
• Preferred experience as a Senior Agent or Tier 2 in NOC.
• Candidates must be legally authorized to work in the United States without current or future employer sponsorship.

Responsibilities

• Demonstrate an obsession for and visibly pursue excellent customer service.
• Ensure timely communication and resolution for customer issues.
• Ensure SLAs are met and all process steps are being followed.
• Leverage regular reports and dashboards to ensure team members are maintaining or exceeding established individual KPI’s.
• Monitor team members’ daily work to ensure jobs are completely timely and accurate.
• Serve as an escalation point for team members when a customer requests or requires.
• Partner with supervisors and manager(s) to enforce policies and procedures while contributing to continuous improvement of the same.
• Performs additional tasks assigned.

Skills

Customer service

Multitasking

Communication skills

Microsoft Office

Education

High School Diploma

Tools

MS Office

Job description

Velocity MSC seeks a Voice NOC Team Lead to manage a 24/7/365 contact center. The role supports the VNOC department day-to-day, ensures tasks meet timelines, quality standards, and customer satisfaction, and collaborates across teams to resolve issues.

This full-time position can be remote or hybrid from Holland, OH. The ideal candidate has at least 2 years in a contact center or NOC, strong communication and leadership skills, and the ability to manage SLAs and KPIs.