Boss Telecom Ltd is in search of an energetic and seasoned Customer Support & Fiber Operations Supervisor to oversee our customer support team and manage fiber installation and service delivery operations. The preferred candidate will demonstrate exceptional leadership in customer service, a solid technical grasp of fiber internet services, and the proficiency to facilitate seamless collaboration among customers, field technicians, and network operations teams.
Oversee a comprehensive range of critical duties encompassing strategic planning, operational execution, and team leadership to ensure organizational objectives are met with precision and efficiency. Develop and implement policies, procedures, and performance metrics to enhance productivity, compliance, and continuous improvement across all functional areas. Collaborate closely with senior management to align departmental goals with broader company initiatives, fostering a cohesive and results-driven work environment. Analyze key performance indicators (KPIs) and financial data to identify trends, opportunities, and areas requiring intervention, providing actionable insights to drive informed decision-making. Serve as the primary liaison between executive leadership, internal teams, and external stakeholders to facilitate seamless communication and alignment of priorities.
Provide leadership and assistance to the Customer Support team, ensuring all customer inquiries and complaints are addressed promptly and with the highest professional standards.
Coordinate fiber installation schedules while guaranteeing seamless service activations.
Serve as the main point of contact bridging Customer Support, Fiber Installation Teams, and Network Operations.
Ensure adherence to Service Level Agreements (SLAs) by overseeing and tracking installation turnaround times.
Resolve escalated customer issues and facilitate the technical resolution of faults with precision and efficiency to ensure optimal outcomes.
Examine installation reports to confirm that activations have been successfully completed.
Monitor recurring customer concerns and identify opportunities for operational enhancements.
Ensure the precision of customer data and compile operational performance reports meticulously.
Provide ongoing training, coaching, and mentorship to customer support staff to enhance their skills and performance.
Deliver precise technical assistance to customers concerning installation prerequisites and proper service utilization.
Seeking a candidate with a minimum of five years of relevant experience in a comparable role, complemented by a bachelor’s degree in a related field. Must possess strong analytical skills, proficiency in industry-specific software, and the ability to manage multiple projects efficiently. Excellent communication and leadership capabilities are essential to collaborate effectively with cross-functional teams and stakeholders. Familiarity with regulatory standards and compliance requirements is highly desirable.
A diploma or degree in Telecommunications, Information and Communication Technology (ICT), Computer Science, Business Administration, or a closely related discipline is required.
A minimum of three years of hands-on experience in telecommunications, ISP operations, or fiber internet service delivery is required.
Requires a minimum of one to two years of hands-on experience in a supervisory or team leadership capacity.
With a solid background in providing assistance to FTTH (Fire-to-the-Home) customers and overseeing fiber installation projects, you bring valuable hands-on experience to ensure seamless connectivity solutions.
Exceptional leadership abilities, outstanding communication proficiency, and adept problem-solving capabilities.
Proficiency in customer relationship management systems, ticketing solutions, and telecommunications operational tools is required.
Technical certifications, including CCNA, Mitotic, Ubiquity, Fiber Optics, or equivalent credentials, will be highly beneficial.
Proficient in a variety of technical tools, systems, and methodologies is essential for success in this role. Candidates should possess hands-on experience with relevant software, programming languages, or platforms, along with a strong understanding of industry-standard practices. Familiarity with data analysis, system troubleshooting, or project management tools may also be required, depending on the specific position. The ability to quickly adapt to new technologies and apply technical expertise to solve complex problems is crucial. Additionally, staying updated with emerging trends and advancements in the field is expected to ensure optimal performance and innovation.
Proficient knowledge of FTTH network architecture and deployment methodologies is required.
Proficiency in fiber installation standards, along with expertise in splicing, termination, testing, and activation procedures, is essential.
Proficient in identifying and resolving connectivity issues, such as signal loss, ONU/ONT faults, router configuration errors, and customer premises equipment (CPE) malfunctions, while coordinating comprehensive solutions.
Proficiency in UPON technology and fiber network operations is required.
Demonstrates proficiency in network monitoring tools and ticket management systems, ensuring seamless tracking and resolution of network-related issues.
Proficient in analyzing installation reports, signal readings, and technical fault reports to identify key insights and inform decision-making.
Proven ability in managing and directing field technicians and installation teams.
Proficiency in Wi-Fi networking, router configuration, and fundamental troubleshooting of LAN systems is required.
Proficient in Service Level Agreements (SLAs) and incident management frameworks, with a keen ability to interpret and apply their requirements effectively.
Demonstrated proficiency in essential skills, including analytical thinking, problem-solving, effective communication, and adaptability to changing environments, is essential. The ideal candidate will exhibit strong leadership capabilities, exceptional organizational talents, and a commitment to delivering high-quality results under pressure. Additionally, the role demands meticulous attention to detail, collaborative teamwork, and the ability to manage multiple priorities while maintaining a proactive approach to challenges. Prior experience in similar roles and a track record of meeting deadlines are highly valued.
Demonstrates an unwavering commitment to prioritizing customer needs and satisfaction in all interactions and decision-making processes. Seeks to understand and anticipate customer expectations while maintaining a proactive approach to resolving issues. Consistently delivers exceptional service to foster long-term loyalty and positive brand perception.
Experienced in directing teams and overseeing employee performance, with a strong focus on leadership development and staff engagement. Responsible for mentoring team members, resolving conflicts, conducting performance reviews, and fostering a collaborative work environment. Skilled in delegating tasks, setting clear objectives, and ensuring alignment with organizational goals to drive productivity and team success. Adept at coaching employees, identifying skill gaps, and implementing training programs to enhance individual and collective capabilities.
Seasoned professionals must demonstrate outstanding proficiency in both written and verbal communication, as well as the ability to foster strong, collaborative relationships across diverse teams and stakeholders.
Exceptional proficiency in organizing tasks, managing schedules, and coordinating resources is required.
Technical proficiency in resolving complex issues with innovative solutions is essential, as the role demands strong analytical skills and a systematic approach to troubleshooting technical challenges. Candidates should demonstrate expertise in identifying root causes of problems and implementing effective corrective measures to ensure optimal system performance and reliability.
Attention to detail and diligent follow-through are essential.
Demonstrates exceptional skill in prioritizing tasks and managing competing deadlines with efficiency and adaptability.
Qualified and enthusiastic applicants are encouraged to submit their CVs via email to hr@mybestjobs.co.ke, with the job title clearly indicated in the subject line.
Qualifications
BA/BSc/HND , Diploma
Experience Required
3 - 5 years
