Boss Telecom Ltd is in search of a proactive and seasoned Customer Support & Fiber Operations Supervisor to oversee our customer support team and streamline fiber installation and service delivery operations. The preferred applicant will demonstrate exceptional leadership in customer service, possess comprehensive technical expertise in fiber internet services, and excel at facilitating seamless communication between customers, field technicians, and network operations teams.
Oversee a comprehensive range of duties encompassing strategic planning, project execution, and stakeholder engagement to ensure organizational objectives are met efficiently and effectively. Develop and implement policies, procedures, and best practices to optimize performance and maintain compliance with industry standards. Lead cross-functional teams by delegating tasks, providing mentorship, and fostering a collaborative work environment that promotes innovation and accountability. Monitor progress through regular evaluations, performance metrics, and feedback mechanisms, addressing any gaps or challenges proactively. Serve as a liaison between departments, senior leadership, and external partners to align efforts and drive cohesive decision-making. Ensure adherence to budgetary constraints, resource allocation, and timelines while delivering high-quality results that exceed expectations.
Oversee and assist the Customer Support team, ensuring all customer inquiries and complaints are addressed promptly and with the utmost professionalism.
Oversee the planning and scheduling of fiber installation activities while guaranteeing seamless service activations upon completion.
Serve as the key intermediary between Customer Support, Fiber Installation Teams, and Network Operations.
Ensure adherence to Service Level Agreements (SLAs) while tracking and optimizing monitor installation turnaround times.
Address high-priority customer escalations by collaborating with technical teams to resolve complex issues efficiently and ensure timely resolution.
Assess installation reports to confirm that activations have been completed successfully.
Monitor persistent customer concerns and suggest enhancements to operational processes.
Responsible for ensuring the precision of customer data and compiling detailed operational performance reports.
Develop and deliver training programs to enhance the skills of customer support staff, while providing ongoing coaching and mentorship to foster their professional growth and improve performance.
Deliver precise technical assistance to customers concerning installation specifications and proper usage of services.
Seeking a candidate with a Bachelor’s degree in Accounting, Finance, or a related field, complemented by a minimum of three years of progressive experience in financial reporting, analysis, or auditing. Proficiency in Microsoft Excel, including advanced functions and pivot tables, is required, along with familiarity with ERP systems such as SAP or Oracle. Strong analytical skills, meticulous attention to detail, and the ability to meet tight deadlines are essential. Excellent communication and interpersonal abilities are necessary to collaborate effectively with cross-functional teams and stakeholders at all levels. Knowledge of GAAP and IFRS standards is preferred.
A diploma or degree in Telecommunications, ICT, Computer Science, Business Administration, or a related discipline is required.
A minimum of three years of hands-on experience in the telecommunications sector, ISP operations, or fiber internet service delivery is required.
A minimum of one to two years of hands-on experience in a supervisory capacity or team leadership position is required.
Proven track record in assisting FTTH (Fire-to-the-Home) customers and managing fiber installation projects.
Exceptional abilities in leadership, communication, and problem-solving are essential.
Proficiency in CRM systems, ticketing platforms, and telecom operations tools is required.
Technical certifications in fields such as CCNA, Mitotic, Ubiquity, Fiber Optics, or equivalent credentials will be considered advantageous.
We seek a candidate with a robust technical skill set and extensive knowledge base to fulfill this role effectively. Proficiency in relevant software, programming languages, and industry-specific tools is essential, along with a deep understanding of technical principles and methodologies. The ideal applicant should demonstrate hands-on experience in troubleshooting, system analysis, and implementing technical solutions. Familiarity with emerging technologies and a commitment to continuous learning are also required to adapt to evolving industry demands. Strong analytical and problem-solving abilities are necessary to interpret complex technical data and translate it into actionable insights.
Possesses comprehensive knowledge of FTTH network architecture and its deployment methodologies.
Proficiency in fiber installation standards, splicing techniques, termination methods, testing protocols, and activation procedures is required.
Demonstrated skill in identifying and resolving connectivity disruptions, such as signal loss, ONU/ONT faults, router configurations, and customer premises equipment (CPE) malfunctions.
Possesses a solid understanding of UPON technology and the operational aspects of fiber networks.
Proficiency in network monitoring tools and ticketing system platforms is required.
Proficiency in analyzing installation reports, signal readings, and technical fault reports is essential.
Demonstrated expertise in managing and coordinating the efforts of field technicians and installation crews.
Proficiency in Wi-Fi networking, router configuration, and fundamental LAN troubleshooting is required.
Possesses a solid grasp of Service Level Agreements (SLAs) and incident management frameworks, ensuring adherence to predefined performance metrics and resolution protocols.
Demonstrates proficiency in strategic thinking, problem-solving, and adaptability in dynamic environments. Exhibits strong leadership skills, fostering collaboration and driving team performance. Maintains a results-oriented mindset while ensuring attention to detail and adherence to quality standards. Communicates effectively with stakeholders at all levels, promoting transparency and alignment. Displays a commitment to continuous learning and professional development to enhance expertise and drive innovation.
We seek an individual who demonstrates a strong commitment to customer satisfaction and prioritizes the needs of clients in every aspect of their work. This role requires a dedication to understanding and addressing customer concerns with empathy and efficiency, ensuring a positive experience at every interaction. The ideal candidate will actively listen to feedback, adapt to customer needs, and consistently strive to exceed expectations while maintaining professionalism and integrity in all engagements.
Accomplished professionals in this role will be responsible for guiding and developing high-performing teams, fostering a collaborative work environment, and ensuring that team members are motivated, supported, and aligned with organizational objectives. This position requires strong interpersonal skills to mentor employees, resolve conflicts, and promote professional growth while maintaining clear performance expectations. Candidates must demonstrate a track record of effective people management, with the ability to inspire engagement, accountability, and continuous improvement within their teams.
Seasoned professional with outstanding verbal and written communication abilities, adept at fostering productive relationships and collaborating effectively across diverse teams.
Demonstrates exceptional organizational skills and the capacity to effectively coordinate tasks and resources.
Demonstrates a strong aptitude for resolving complex technical challenges through analytical reasoning and systematic troubleshooting.
We require meticulous attention to detail and a strong commitment to follow-through.
Capable of efficiently handling a diverse array of responsibilities while maintaining focus on high-priority tasks, ensuring timely completion and alignment with organizational objectives. Demonstrates strong organizational skills to balance competing demands without compromising quality or performance standards.
Qualified and motivated applicants are encouraged to submit their curriculum vitae by emailing hr@mybestjobs.co.ke, with the job title clearly stated in the subject line.
Qualifications
BA/BSc/HND , Diploma
Experience Required
3 - 5 years
