NOC Supervisor

Location: DE-Raisting
Department: NOC's (1120)

Description

Global Eagle is a leading provider of satellite-based broadband connectivity, television and entertainment services, content and data analytics to aviation, maritime, enterprise and government markets. Global Eagle offers a fully integrated portfolio of rich media content and high-speed connectivity solutions for airlines, private jets, cruise lines, commercial ships, super-yachts, ferries, enterprise, government and military installations worldwide with proprietary performance-enhancing technologies and exclusive access to premium media. With 1,500 employees on six continents and leading global satellite and ground networks, the company delivers exceptional service and concierge support to its customers.

 

Find out more at www.globaleagle.com

 

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 Escalation Movement
  • Keeps NOC Director 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

 

Key Accountabilities

  • Create and Submit NOC Reports to GSA Director
  • Utilize Staff to be as Efficient as Possible Based on Erlang C Calculations
  • Work with NOC Director to Enact Improvement Initiatives
  • Work with ERP and MIS to Simplify L1 and L2 Work Requirements
  • Meet Customer MTTR Requirements for Un-escalated Tickets

 

Qualifications/Experience

  • Bachelor's degree in applicable field or equivalent experience
  • Five (5) years experience in VSAT communications, or 6 years in lieu 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 the 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.





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