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NOC Team Leader

Employment Type Full Time
Category Technical

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JOB TITLE: NOC Team Leader

JOB LOCATION: Belfast

TERMS: Permanent

We’re building something special at Fibrus, and our team is at the very heart of it. We’re unashamedly selective in who we bring into our team – you’ll have exceptional ability, share our purpose, and quite simply love what you do! And you’ll feel the same about your next employer. You’ll want to join a growing organisation, to help mould the business and to have a real voice in how things are done. You’ll want to grow and develop your career and you’re looking for a business which will encourage you to be, and do, your very best. 

We can offer all of that, along with competitive base salaries, bonus/commission schemes and enhanced company benefits.

THE JOB

We’re looking for an inspiring Team Leader to manage a dedicated team of Network Operations Centre Agents and personal service delivery metrics. You will be confident to communicate company goals, safety practices, and deadlines to the team. You will be a fantastic team player, motivate your team and coach performance. You’ll also be a great support to management, including training, and monitoring data to feedback on team performance. Building a world class team will be your number one priority 

IS FIBRUS FOR ME?

At Fibrus, we put our people first! We are proud to be a company who encourage colleagues to do and be their very best. Our culture is focused on collaboration, growth and flexibility.

We invest in our people, offering colleagues benefits that improve their personal lives as well as their careers! So along with competitive salaries and an excellent benefits package, we also offer our colleagues benefits including mental health workshops, professional development support and private healthcare.

We encourage a supportive and inclusive environment, where everyone feels welcome, and we are excited to speak to potential colleagues who share our purpose!

WHAT WILL YOU BE DOING?

  • Provide encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
  • Build daily reporting’s on performance and share this insight within weekly trading meetings.
  • Assists management with hiring processes and new team member training.
  • Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance.
  • Communicates deadlines and service delivery goals to the team.
  • Develops strategies to promote team member adherence to company regulations and performance goals.
  • Conducts on the job observe & coaching sessions to update members on best practices and continuing expectations.
  • Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines.
  • Ensures company brand materials and physical working spaces meet and exceed company presentation standards.
  • Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints.
  • You will be accountable for ensuring the Network Operations Centre (NOC) adheres to agreed upon service SLA’s.
  • You & your team will be the first point of call for any major incident’s that impact customer service & will therefore be responsible for incident notification & management of each incident from open to resolve. You will be required to update senior stakeholder’s at regular intervals.
  • The NOC team will soon be operating 24/7. Therefore we will require flexibility when required either on an ‘on call’ basis or rotational basis.

WHAT WILL YOU BRING?

Essential Experience

  • Demonstrable proven experience in a Leadership role. We are looking for someone to build and lead a team that can self-manage & achieve it’s goals without the leader’s intervention, allowing more value add projects to be undertaken.
  • Demonstrable proven experience in working to KPI, particularly SLA metrics.
  • Proficiency in MS Office & Customer Services software
  • Good written and communication skills
  • Good understanding of management practices & techniques
  • Good leadership & interpersonal skills
  • Experience in stakeholder management, deep understanding of the need for pro active communication & answering questions before they arrive.
  • General understanding of Broadband networking troubleshooting
  • You will have first-hand experience in how your team can impact the customer journey & the impact that has on the bigger picture of the Fibrus customer base & brand reputation

 Ability

  • Can work under pressure and to deadlines
  • Highly creative, with excellent attention to detail
  • General understanding of Network operations
  • Open & Transparent in approach with an ability to work hard & learn
  • Can establish and maintain good client relationships, both internally and externally at all levels
  • Tenacity to keep going until the job is done 

Commitment

  • Focused on delivering results
  • Customer Obsessed
  • Willingness to go the extra mile
  • Team player
  • Can demonstrate investment in career development

Desirable Experience

  • Ability to teach new agents that skill set & add to their own knowledge & skill set
  • A technical knowledge of fibre networks & residential networks 
  • A understanding of VoIP products 
  • Working with proactive network alarms 
  • Working with key stake holders for escalations and day to day task 
  • Working with 3rd party suppliers 

WHO ARE FIBRUS?

Fibrus are an exciting new telecommunications provider, founded and launched by Conal Henry (Chair) and Dominic Kearns (CEO) by securing backing from Infracapital with the single focus of being a “Full-Fibre” broadband company.

You would be joining a team of dedicated and passionate people who work super hard every day to improve the lives of those in our own communities by transforming the digital infrastructure of Northern Ireland and Great Britain!

Our mission is to bring full fibre to homes and businesses across the country, bringing next generation broadband services to those who need it most.

 

Important Information

At Fibrus we recognise the positive value of diversity, promote equality and challenge unfair discrimination. We aim at all times to recruit the person who is most suited to the job and welcome people of all backgrounds. We particularly encourage applications from women, disabled and Black, Asian and Minority Ethnic (BAME) candidates, as these groups are currently underrepresented in our business. We’re happy to discuss flexible working, however there is no obligation to raise this at the application stage but if you wish to do so, you are welcome to.

Fibrus Networks Ltd will retain your information, for the purposes of recruitment, for a period of up to 12 months. We may also share your information with our partner organisations for the purposes of recruitment. Please clearly note on your application if you wish us to delete your information rather than retain or share.