Boss Telecom is looking for a proactive and seasoned Customer Support & Fiber Operations Supervisor to head our customer support division while managing fiber installation and service delivery workflows. The preferred applicant will exhibit exceptional leadership in customer service, in-depth technical expertise in fiber internet solutions, and the capacity to effectively connect customers, field technicians, and network operations teams.
Oversee the execution of critical tasks and initiatives aligned with organizational objectives, ensuring timely and efficient completion. Develop and implement strategic plans to enhance productivity, streamline operations, and drive continuous improvement across departments. Collaborate with cross-functional teams to identify opportunities for innovation, optimize workflows, and address challenges proactively. Monitor performance metrics, analyze data trends, and provide actionable insights to senior leadership to inform decision-making. Foster a culture of accountability, professional growth, and high-performance standards through mentorship, coaching, and constructive feedback. Manage stakeholder relationships, ensuring clear communication, alignment of goals, and resolution of conflicts or discrepancies. Champion best practices in project management, compliance, and risk mitigation to uphold organizational integrity and sustainability.
Oversee and provide guidance to the Customer Support team, ensuring that customer inquiries and complaints are addressed promptly and professionally.
Ensure seamless coordination of fiber installation timelines and oversee the successful deployment of services.
Serve as the main point of contact between Customer Support, Fiber Installation Teams, and Network Operations.
Track installation turnaround times and verify adherence to Service Level Agreements (SLAs) to maintain performance standards.
Address and resolve complex customer concerns that require elevated attention, while managing the technical troubleshooting and correction process.
Examine installation reports to confirm activations were completed successfully.
Monitor recurring customer issues to identify patterns and propose enhancements to operational processes.
Oversee the meticulous maintenance of customer records and compile detailed operational performance reports.
Responsibilities include providing ongoing training, coaching, and mentorship to customer support staff to enhance their skills and performance.
Provide precise technical support to customers, addressing inquiries related to installation prerequisites and proper service utilization.
Oversee the design, implementation, and ongoing management of infrastructure systems. Responsibilities include ensuring system reliability, scalability, and security while coordinating with stakeholders to align technical solutions with organizational objectives.
Seeking a candidate with a Bachelor’s degree in Education or a related field, coupled with a minimum of three years of hands-on teaching experience in an academic setting. Proficiency in classroom management techniques, curriculum development, and student assessment strategies is essential. Strong interpersonal skills and the ability to collaborate with colleagues, parents, and administrators are required. Familiarity with educational technology, differentiated instruction, and inclusive teaching practices is advantageous. Exceptional communication, organizational, and problem-solving abilities are necessary to thrive in this role.
A diploma or degree in fields such as Telecommunications, ICT, Computer Science, Business Administration, or any 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.
Minimum of one to two years of demonstrated experience in a supervisory or team leadership capacity is required.
Proven track record in assisting FTTH (Fire-to-the-Home) customers and managing fiber installation projects.
Exceptional leadership abilities, effective communication, and adept problem-solving capabilities are essential.
Proficient in leveraging CRM systems, ticketing platforms, and specialized telecom operational tools to streamline workflows and enhance service delivery.
Candidates possessing technical certifications—including CCNA, Mitotic, Ubiquity, Fiber Optics, or equivalent credentials—will be given preferential consideration.
Proficient in a range of technical skills and possesses comprehensive knowledge of industry-specific tools, methodologies, and systems. Demonstrates expertise in software development, data analysis, or engineering principles, as applicable. Maintains up-to-date awareness of emerging technologies and best practices to ensure optimal performance and innovation in role-specific tasks. Strong problem-solving abilities combined with analytical thinking to troubleshoot complex issues efficiently. Familiarity with programming languages, frameworks, and platforms relevant to the position. Capable of leveraging technical expertise to enhance operational efficiency, drive project outcomes, and support organizational goals.
Possesses a solid grasp of FTTH network architecture principles and practical deployment methodologies.
Proficient in fiber installation standards, including splicing, termination, testing, and activation procedures.
Capable of identifying and managing the resolution of connectivity problems such as signal loss, ONU/ONT malfunctions, router configuration errors, and customer premises equipment (CPE) issues.
Proficiency in UPON technology and the operational aspects of fiber networks is required.
Proficiency with network monitoring tools and ticketing systems is required.
Proficient in analyzing installation reports, signal readings, and technical fault reports to derive actionable insights.
Proven ability in managing teams of field technicians and installation crews, ensuring efficient operations and adherence to project timelines.
Possesses a solid understanding of Wi-Fi networking principles, router setup, and fundamental LAN troubleshooting techniques.
Familiarity with Service Level Agreements (SLAs) and incident management procedures is required.
Key Competencies
We prioritize a customer-focused approach, ensuring that every interaction and decision aligns with the needs and satisfaction of our clients. This mindset drives us to deliver exceptional service, anticipate client requirements, and foster long-term relationships built on trust and reliability. By consistently placing the customer at the center of our operations, we aim to exceed expectations and drive sustainable business growth.
Demonstrates strong leadership capabilities and effectively manages and develops teams, fostering a collaborative and high-performing environment.
Proven ability to communicate effectively and build strong interpersonal relationships is essential.
Possesses exceptional organizational skills and the capacity to effectively coordinate tasks and resources, ensuring smooth operations and efficient workflow management. Demonstrates a keen ability to prioritize responsibilities, meet deadlines, and maintain meticulous attention to detail in all undertakings.
Technical troubleshooting and analytical skills are essential for addressing complex challenges. Candidates should demonstrate proficiency in resolving technical issues efficiently and effectively.
Position requires meticulous attention to detail and consistent follow-through to ensure all tasks are completed accurately and thoroughly.
Proven capability to prioritize tasks efficiently while balancing competing deadlines and shifting demands.
Shortlisted candidates exclusively will receive notification regarding their application status.
We regret to inform that this position is no longer open for applications, as the hiring window has closed. Submissions will no longer be accepted, and we appreciate your interest in the opportunity.
Qualifications
BA/BSc/HND , Diploma
Experience Required
3 years
