Network Operations Center Supervisor
Cebu CityFull-time
AI Summary
Supervises the Tier 3 and Proactive Teams in a Network Operations Center, coordinating with the NOC Manager on goals, schedules, performance reviews, and policy implementation while handling escalated calls and ensuring service consistency.
About this role
- 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.
Skills
Call CalibrationComplianceDisciplinary ActionsNOC OperationsPerformance ReportingProactive MonitoringQuality AssuranceShift SchedulingStandard Operating ProceduresTier 3 Support
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Market data for this role
All reports →- SeriesRole reportsOne role family at a time: how many openings, what changed this week, who is hiring, what it pays.
- SeriesSalary reportsWhat employers publish in job postings, by level and workplace. Not self-reported pay.
- Market overviewState of tech hiring, September 2026: up 4.8%Tech hiring rose 4.8% month over month in September 2026, with 411,122 new listings. Customer support and account executive roles led the growth.