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Network Operations Center Supervisor

CallTek · IT Help Desk & Service Desk · Call Center Services · Bachelor's Degree · 2 months ago

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Location

In office (Cebu City)

Employment

Full-Time

Confirmed on the employer's own hiring board on Nov 2, 2026. First seen by Alion on Sep 16, 2026. CallTek scores A on the Alion truth index.

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CallTek

CallTek is a white label support company that provides call center and technical support services, with delivery teams in Cebu City, General Santos and Nuevo León, Mexico. It hires project coordinators, technical trainers, real time workforce management analysts, technical support engineers and HR administrators. The company is headquartered in Irvine, California, United States.

calltekinc.com · HQ: Irvine, United States · IT Help Desk & Service Desk · Call Center Services · 201-500 employees

Tech stack of CallTek

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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