Voice NOC Team Lead

Job Summary

Providing day-to-day support for the NOC Department, the full-time Voice NOC Team Lead will ensure timely communication and resolution of customer issues while monitoring team performance and collaborating with supervisors in a remote or hybrid work environment.

Key responsibilities

• Ensure timely communication and resolution for customer issues while meeting service level agreements (SLAs)
• Monitor team members' daily work to ensure tasks are completed accurately and on time
• Serve as an escalation point for team members and partner with management to enforce policies and drive continuous improvement

Required qualifications

• High School Diploma required
• Minimum 2 years' work experience in a contact center or similar environment preferred
• Preferred experience as a Senior Agent or Tier 2 in a Network Operations Center (NOC)
• Must be legally authorized to work in the United States without current or future employer sponsorship