Voice NOC Team Lead - Remote (Holland, OH Preferred)
General Summary
The Voice NOC Team Lead is a support position within a 24/7/365 Contact Center. The primary function of this role is to provide day-to-day support for the VNOC Department. The Team Lead helps ensure all tasks assigned to team members are completed in a timely, accurate, customer focused manner, thus ensuring a high level of customer satisfaction with Support Services.
This role may involve direct communication with customers to provide status of open issues as well as active collaboration across teams to achieve resolution. This individual will be expected to cultivate a thorough understanding of all facets of customer support and responsibilities while working alongside supervisors and manager(s) to uphold/enforce departmental policies and procedures.
This is a full-time opportunity that can be worked remotely or hybrid at our Holland, OH office location. The ideal candidate must be able to work the following schedule: Monday-Friday 8am-4:30pm EST.
Primary Duties and Responsibilities
- Demonstrate an obsession for and visibly pursue excellent customer service.
- Ensure timely communication and resolution for customer issues.
- Ensure SLAs are met and all process steps are being followed.
- Leverage regular reports and dashboards to ensure team members are maintaining or exceeding established individual Key Performance Indicators (KPI’s).
- Monitor team members’ daily work to ensure jobs are completely timely and accurate.
- Serve as an escalation point for team members when a customer requests or requires.
- Partner with supervisors and manager(s) to enforce policies and procedures while contributing to continuous improvement of the same.
- Performs additional tasks assigned.
Skills and Abilities
- Ability to multitask in a dynamic environment.
- Demonstrate high level of personal accountability as well as ensuring team members are demonstrating the same.
- Navigate stressful situations well while remaining cool-headed.
- Able to develop, communicate, and enforce processes and service level expectations.
- Demonstrate knowledge of and ability to enforce company policies and procedures.
- Demonstrate discretion and independent judgment.
- Proficient in Microsoft Office Suite.
- Consistently present a professional image of the organization to customers, visitors, and coworkers.
- Must possess strong verbal and written communication skills.
- Consistently demonstrate business presence.
- Strong organization, time management and attention to detail required.
Qualifications, Education and Experience
- 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. Velocity does not sponsor employment-based visas or provide sponsorship for this position
Why you'll love working at Velocity
We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.
As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.
Diversity and Inclusion
Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.
Our Values – Collaborative and Strong at the Core
- Customer-obsessed
- One team
- Do the right thing
- Let’s go!
Our Benefits
- 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
About Velocity MSC
Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit
Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.
