Network Operations Center Supervisor
CallTek · Cebu City
- 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 to ensure 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 client documentation, standard operating procedures, quality assurance protocols/standards, as well as compliance with policies, procedures and standards.