Voice NOC Team Lead

Velocity, A Managed Solutions Company

. Provide day-to-day support for the NOC Department within a 24/7/365 Contact Center .

Posted 10/7/2026full-timeHolland • Ohio • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong communication and organizational skills while effectively managing customer issues and team performance in a fast-paced contact center environment. Proficient in monitoring KPIs and enforcing policies to ensure service level expectations are met.

Highest-signal resume keywords

Customer Issue ResolutionTeam Performance MonitoringProcess ImprovementMicrosoft Office Suite ProficiencyContact Center Experience

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

Strong Verbal CommunicationStrong Written CommunicationTime ManagementAttention to DetailPersonal Accountability

Tools & Technologies

ReportsDashboards

Industry Keywords

NOC Department24/7/365 Contact CenterSLATier 2 SupportPolicies and Procedures

About the role

Key responsibilities & impact

Provide day-to-day support for the NOC Department within a 24/7/365 Contact Center
Ensure team members complete assigned tasks in a timely, accurate, and customer-focused manner
Communicate directly with customers regarding the status of open issues
Collaborate across teams to achieve issue resolution
Ensure timely communication and resolution for customer issues
Ensure SLAs and process steps are followed
Use reports and dashboards to monitor individual KPIs
Monitor team members’ daily work for timeliness and accuracy
Serve as an escalation point for team members
Partner with supervisors and managers to enforce policies and procedures
Contribute to continuous process improvement
Perform additional assigned tasks

Requirements

What you’ll need

High School Diploma required
Minimum 2 years’ work experience in a contact center or similar background preferred
Preferred experience as a Senior Agent or Tier 2 in NOC
Candidates must be legally authorized to work in the United States without current or future employer sponsorship
Ability to multitask in a dynamic environment
High level of personal accountability
Ability to navigate stressful situations while remaining cool-headed
Able to develop, communicate, and enforce processes and service level expectations
Knowledge of and ability to enforce company policies and procedures
Discretion and independent judgment
Proficient in Microsoft Office Suite
Strong verbal and written communication skills
Strong organization, time management, and attention to detail

Benefits

Comp & perks

Medical, Dental, Vision
PTO & Paid Holidays
Paid Sick Time
401K – with Employer Match
Paid Parental Leave
Company provided Life Insurance, Short/Long-Term Disability
Supplemental Benefits Available
Remote or hybrid work arrangement