Network Operations Center Supervisor
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Before you apply
LocationCebu City, Cebu, Philippines
Typefull-time
SeniorityLead
Company size19+ people
PostedSep 16, 2026 · 1mo ago
Verified live3d ago
At a glanceSummarised by Seekless from the posting.
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
•
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.