Network Operations Center Supervisor

<ul>
<li>Primarily handles the Tier 3 and Proactive Team.</li>
<li>Regular status meeting with NOC Manager to ensure set goals or direction for the team is achieved.</li>
<li>Feedback from the Tier 3 and Proactive Team Leaders.</li>
<li>Create and execute action plans based on the goals and objectives set by the NOC Manager to ensure service consistency is achieved.</li>
<li>Proactive Team Performance Report and Quarterly performance reviews.</li>
<li>Work closely with the NOC Manager in implementing new policies and procedures.</li>
<li>Create schedule for Tier 3 and Proactive Team.</li>
<li>Routine operations management including documenting or reporting important information affecting shift performance.</li>
<li>Provide account and team performance feedback to NOC Manager.</li>
<li>Schedule call reviews and calibration sessions for the Tier 3 and Proactive team.</li>
<li>Monitor and administer appropriate disciplinary actions to Tier 3 and Proactive team members.</li>
<li>Analyze reports provided by the NOC Manager.</li>
<li>Assess and assist whatever is needed for both Tier 3 and Proactive Team.</li>
<li>Takes calls that agents/Team Leaders can't handle and be available when an agent needs assistance. Accepts supervisor calls for appreciation, complaints, etc.</li>
<li>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.</li>
</ul>