Network Operations Center Supervisor

Primarily handles the Tier 3 and Proactive TeamRegular status meeting with NOC Manager to ensure set goals or direction for the team is achievedFeedback from the Tier 3 and Proactive Team LeadersCreate and execute action plans based on the goals and objectives set by the NOC Manager to ensure service consistency is achievedProactive Team Performance Report and Quarterly performance reviewsWork closely with the NOC Manager in implementing new policies and proceduresCreate schedule for Tier 3 and Proactive TeamRoutine operations management including documenting or reporting important information affecting shift performanceProvide account and team performance feedback to NOC ManagerSchedule call reviews and calibration sessions for the Tier 3 and Proactive teamMonitor and administer appropriate disciplinary actions to Tier 3 and Proactive team membersAnalyze reports provided by the NOC ManagerAssess and assist whatever is needed for both Tier 3 and Proactive TeamTakes 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