JOB DESCRIPTION – NCC OPERATIONS SUPERVISOR

Title: National Control Center (NCC) Operations Supervisor
Department: Domestic (supports INTL)
Reports To: Departmental Manager / General Manager

SUMMARY

The NCC Operations Supervisor oversees the NCC team during off-hours (nights, weekends, holidays). This role ensures client shipments are processed and tracked while supervising associates, managing manpower coverage, and serving as the escalation point for shipment issues, client needs, and agent communication.

Essential Job Duties (include but not limited to):

• Supervise and guide associates to ensure consistent client service, shipment processing, and compliance.
• Manage manpower scheduling and coverage for vacations, sick time, and holidays.
• Act as escalation point for client or agent issues unresolved by associates.
• Monitor and track 20–35 shipments nightly, ensuring timely milestone updates in Aerotrac.
• Conduct international tracking and agent communication during overnight hours (00:00–3:00 AM PST).
• Coordinate with airlines and agents starting at 3:00 AM EST for recovery, deliveries, and booking confirmations.
• Resolve delays, escalations, and service issues as stations come online (4:00–7:00 AM).
• Ensure smooth pass-down of shipments/issues to stations by 7:00 AM.
• Support high-volume periods (carriers, trade shows, rollouts) and monitor specialized accounts (e.g., KBA, Freeman, Kencos, KLA, RXO).
• Step in to cover shifts when staffing gaps occur due to illness or vacations.

JOB QUALIFICATIONS AND SKILLS

• High school diploma required; bachelor’s degree preferred.
• 3–5 years of freight forwarding, logistics, or NCC experience.
• Prior supervisory or lead experience strongly preferred.
• Strong organizational, multitasking, and decision-making skills.
• Ability to work independently in high-pressure environments.
• Proficiency in MS Word, Excel, and Outlook.
• Must meet TSA background/drug screening requirements.
  Job Type: Full-time
  Pay: $25.00 - $35.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In perso

• Supervise and guide associates to ensure consistent client service, shipment processing, and compliance.
• Manage manpower scheduling and coverage for vacations, sick time, and holidays.
• Act as escalation point for client or agent issues unresolved by associates.
• Monitor and track 20–35 shipments nightly, ensuring timely milestone updates in Aerotrac.
• Conduct international tracking and agent communication during overnight hours (00:00–3:00 AM PST).
• Coordinate with airlines and agents starting at 3:00 AM EST for recovery, deliveries, and booking confirmations.
• Resolve delays, escalations, and service issues as stations come online (4:00–7:00 AM).
• Ensure smooth pass-down of shipments/issues to stations by 7:00 AM.
• Support high-volume periods (carriers, trade shows, rollouts) and monitor specialized accounts (e.g., KBA, Freeman, Kencos, KLA, RXO).
• Step in to cover shifts when staffing gaps occur due to illness or vacations