Boss Telecom Ltd is in search of a proactive 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, in-depth technical expertise in fiber internet services, and the capability to effectively connect customers, field technicians, and network operations teams.
Oversee and execute a range of critical duties, ensuring alignment with organizational objectives and maintaining high operational standards. Lead key projects from inception to completion, managing timelines, resources, and stakeholder expectations with precision. Collaborate cross-functionally to foster innovation, streamline processes, and drive efficiency across teams. Monitor performance metrics to identify trends, mitigate risks, and implement data-driven solutions for continuous improvement. Prepare comprehensive reports and presentations to communicate progress, insights, and recommendations to leadership and relevant stakeholders. Ensure compliance with industry regulations, company policies, and quality assurance protocols.
Oversee and assist the Customer Support team in addressing customer inquiries and complaints promptly and professionally.
Coordinate fiber installation schedules and oversee the successful activation of services to ensure seamless network deployment and customer satisfaction.
Serve as the key intermediary connecting Customer Support, Fiber Installation Teams, and Network Operations.
Track installation cycle durations and verify adherence to Service Level Agreements (SLAs) to maintain performance standards.
Address complex customer concerns that have been escalated and facilitate the resolution of technical malfunctions.
Review installation reports to confirm that all activations have been completed successfully.
Monitor recurring customer issues and propose enhancements to streamline operations.
Ensure the precision of customer information while generating detailed operational performance reports.
Provide guidance, support, and professional development to customer support staff through training, coaching, and mentoring initiatives.
Deliver precise technical assistance to customers concerning installation prerequisites and proper utilization of services.
Seeking a candidate with a Bachelor’s degree in a relevant field or equivalent work experience, preferably with at least three years of hands-on experience in the industry. Proficiency in industry-standard software and tools is required, along with strong analytical and problem-solving skills. Excellent written and verbal communication abilities are essential for collaborating with cross-functional teams and stakeholders. The ideal candidate will demonstrate a proven track record of delivering results in fast-paced environments while maintaining attention to detail. Knowledge of project management methodologies and prior leadership experience are advantageous.
A diploma or degree in Telecommunications, ICT, Computer Science, Business Administration, or a related discipline is required.
A minimum of three years of professional experience in telecommunications, internet service provision, or fiber-optic network deployment is required.
Proficiency in a supervisory or team leadership capacity spanning a minimum of one to two years is required.
With a background in assisting FTTH (Fire-to-the-Home) customers and facilitating fiber installation projects, you bring hands-on experience in both customer support and project coordination. Your expertise ensures smooth service delivery and effective management of installation processes.
Demonstrates exceptional leadership capabilities alongside superior communication and problem-solving proficiencies.
Proven expertise in utilizing CRM systems, ticketing platforms, and telecom operations tools is required.
Technical certifications, including CCNA, Mitotic, Ubiquity, Fiber Optics, or equivalent credentials, are advantageous to possess.
Proficient technical skills and in-depth industry knowledge are essential for this role. Candidates must demonstrate expertise in relevant software, tools, or methodologies pertinent to the position. Familiarity with specific programming languages, systems, or frameworks is often required, depending on the job’s focus. Additionally, problem-solving abilities and an analytical mindset are crucial for navigating complex technical challenges. Strong attention to detail and the capacity to adapt to evolving technologies are also highly valued traits.
Proficient in FTTH network architecture and its deployment methodologies, with a strong comprehension of associated processes.
Proficiency in fiber installation standards, splicing techniques, termination methods, testing protocols, and activation procedures is required.
Proficient in identifying and troubleshooting connectivity problems such as signal loss, ONU/ONT malfunctions, router setup errors, and customer premises equipment (CPE) defects, while ensuring timely resolution and coordination of repairs.
Possesses a solid understanding of UPON technology and fiber network operations.
Proficient in network monitoring and ticketing systems is required.
Proficient in analyzing installation reports, signal readings, and technical fault reports to derive actionable insights.
Proven ability to manage and oversee field technicians and installation crews, ensuring seamless operations and adherence to project timelines.
Proficiency in Wi-Fi networking, router setup, and foundational LAN troubleshooting is required.
A solid grasp of Service Level Agreements (SLAs) and incident management methodologies is required.
Proven proficiency in strategic thinking, problem-solving, and analytical capabilities is essential. Strong communication skills, both written and verbal, are required to effectively convey complex ideas and collaborate with stakeholders. Demonstrated leadership experience, including team management and project oversight, is highly valued. Adaptability to changing environments and a commitment to continuous learning are also critical. Familiarity with industry-specific tools, technologies, or methodologies is preferred. Exceptional organizational and time-management skills are necessary to meet deadlines and prioritize tasks efficiently.
We are seeking individuals who prioritize customer satisfaction above all else, demonstrating an unwavering commitment to understanding and exceeding client needs. This requires a proactive approach to problem-solving, ensuring that every interaction leaves a positive and lasting impression. Strong interpersonal skills and empathy are essential to fostering meaningful relationships and delivering exceptional service.
Seasoned professionals sought to lead and oversee a cohesive team, fostering growth, collaboration, and accountability for optimal performance. The ideal candidate will excel in mentoring staff, resolving conflicts, and aligning team objectives with organizational goals. Strong interpersonal skills, emotional intelligence, and the ability to motivate diverse groups are essential. Prior experience in team development, performance evaluations, and strategic workforce planning is required to drive productivity and cultivate a high-performing work environment.
Proven ability to communicate effectively and build strong interpersonal relationships is essential. Candidates must demonstrate exceptional skills in conveying ideas clearly, actively listening, and collaborating with diverse teams. Strong interpersonal capabilities are required to foster productive working relationships and navigate complex professional interactions with ease.
Demonstrates exceptional capacity to manage multiple tasks efficiently while maintaining clear communication and alignment among team members. Exhibits proficiency in planning, scheduling, and executing initiatives with precision to ensure seamless workflow and operational effectiveness.
Proven expertise in resolving complex technical issues efficiently and effectively stands as a fundamental requirement. Demonstrates a strong aptitude for diagnosing and troubleshooting intricate system malfunctions with precision. Capable of analyzing technical challenges methodically to implement viable solutions that align with organizational objectives. Exhibits a robust capacity for critical thinking combined with a meticulous attention to detail in all problem-solving scenarios.
Attention to detail and a commitment to thorough follow-through are essential for this role. The position demands meticulous care in executing tasks and ensuring that each step is completed with precision and consistency. Candidates must demonstrate reliability in seeing projects through from inception to conclusion without overlooking critical details or compromising quality. Strong organizational skills and a proactive approach are required to maintain high standards and deliver results that meet or exceed expectations.
Demonstrates exceptional skill in prioritizing tasks and balancing competing demands to meet deadlines efficiently.
Qualified applicants are encouraged to submit their CV to hr@mybestjobs.co.ke, with the job title clearly indicated in the subject line of the email.
Qualifications
BA/BSc/HND , Diploma
Experience Required
3 - 5 years
