About the 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.
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