# Network Operations Center Supervisor

**Company:** [CallTek](https://jobs.workable.com/companies/kizFJNaVULohovyYfxA34R.md)
**Location:** Cebu City, Philippines
**Workplace:** on site
**Employment type:** Full-time

[Apply for this job](https://jobs.workable.com/view/574cee58-05ea-46bd-8605-c0a4c6143c31)

## 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 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.