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Supervisor
Global Eagle Entertainment
Miramar, FL, United States
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Job Description
NOC Supervisor
Department
NOC
Reports to
NOC Manager
Employment term
Full-time
Coordinates with
Program Management, Sales, GDC, MIS, HR, FE, OpsEng
Direct Reports
0
Position based in
Miramar Florida (US)
Role Summary
Provides leadership of NOC personnel. Responsible for onboarding new personnel and tracking growth. Follows all NOC escalations and works with internal and external teams to ensure timely resolution. Reports on NOC team KPIs to NOC Manager.
Key Responsibilities
• NOC Scheduling Approval
• Escalation Tracking
• Manages Internal and External Excalation Movement
• Keeps NOC Manager Abreast of Unresolved Issues and Escalations
• Pushes NOC Team to Meet KPIs for Ticketing and Contacts
• Tracks Tickets and Pushes Internal Teams to Meet Customer SLAs Working with Service Managers
• Responsible for maintaining standard operations on assigned shift
• Other duties as assigned
Key Accountabilities:
• Create and Submit NOC Reports to Network Operations Center Manager
• Utilize Staff to be as Efficient as Possible Based on Erlang C Calculations
• Work with NOC Management to Enact Improvement Initiatives
• Work with ERP and MIS to Simplify L1 and L2 Work Requirements
• Meet Customer MTTR Requirements for Unescalated Tickets
• Provide training and guidance to L1 and L2 persons under their supervision
Qualifications/Experience
• Bachelors degree in applicable field or equivalent experience.
• Five (5) years experience in VSAT communications, or 6 years in leiu of applicable degree.
• Experience leading a small team of 5-15.
• Good understanding of common contact center KPIs.
• Fluent in English, other languages are beneficial.
• Proficient in use of Microsoft Office Suite of programs.
Skills/Interests
• Creative Problem Solver
• Analytical Thinker
• Detailed
• Organized
• Skilled in Prioritization
Please note: Only shortlisted candidates will be contacted.