Boss Telecom Ltd is in search of a proactive and seasoned Customer Support & Fiber Operations Supervisor to oversee our customer support team and manage the coordination of fiber installation and service delivery operations. The preferred applicant will demonstrate exceptional leadership in customer service, possess in-depth technical expertise in fiber internet services, and excel at facilitating seamless communication between customers, field technicians, and network operations teams.
Oversee and manage a range of critical operational duties, ensuring adherence to established policies and procedures. Develop and implement strategic initiatives to enhance productivity and efficiency across teams. Lead cross-functional collaborations to streamline workflows and resolve complex challenges. Monitor performance metrics to identify areas for improvement and drive data-driven decision-making. Foster a culture of accountability and continuous growth within the organization. Maintain compliance with industry regulations and internal standards while promoting best practices.
Oversee and provide guidance to the Customer Support team, ensuring efficient and courteous resolution of customer inquiries and complaints.
Oversee the planning and execution of fiber installation timelines to guarantee seamless service activations.
Serve as the key intermediary between Customer Support, Fiber Installation Teams, and Network Operations.
Ensure adherence to Service Level Agreements (SLAs) by tracking and optimizing installation turnaround times to maintain efficiency and reliability in project execution.
Address complex customer inquiries, escalating them as necessary, and manage the resolution of technical faults to ensure timely and effective solutions.
Examine installation reports to confirm successful activations.
Monitor recurring customer issues and propose strategic operational enhancements to address underlying challenges and enhance service quality.
Ensure meticulous maintenance of customer records while generating comprehensive operational performance reports.
Provide ongoing training, coaching, and mentorship to customer support staff to enhance their performance and professional development.
Provide customers with precise technical advice concerning installation prerequisites and service utilization.
Seeking candidates with a minimum of three years of relevant professional experience in a similar role, complemented by a bachelor’s degree in a related field. Candidates must demonstrate proficiency in critical software tools and possess strong analytical and problem-solving abilities. Exceptional communication skills are essential for collaborating effectively with cross-functional teams and stakeholders. A proven track record of delivering results-driven solutions and a commitment to continuous professional development are highly valued. Familiarity with industry best practices and adherence to compliance standards are required.
A diploma or degree in Telecommunications, ICT, Computer Science, Business Administration, or a closely related field 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 professional experience in a supervisory or team leadership capacity is required.
With a strong background in assisting FTTH (Fire-to-the-Home) customers and managing fiber installation projects, you will play a key role in ensuring seamless service delivery. Your expertise in coordinating installations and resolving customer inquiries will be essential to maintaining high levels of satisfaction and operational efficiency.
Demonstrates exceptional leadership capabilities, with a strong aptitude for clear and effective communication, alongside a proven ability to analyze and resolve complex problems efficiently.
Proficient in operating customer relationship management systems, ticketing solutions, and telecom operational software.
Technical certifications, including CCNA, Mitotic, Ubiquity, Fiber Optics, or equivalent credentials, will enhance the applicant’s profile.
Proficient in technical skills and specialized knowledge is essential for this role. A strong grasp of relevant tools, methodologies, and industry standards is required to perform duties effectively. Familiarity with [specific technologies, systems, or frameworks] is a key asset, along with the ability to apply this expertise to solve complex problems. Additionally, staying current with technological advancements and best practices through continuous learning is expected. Candidates should demonstrate hands-on experience in [specific areas, e.g., software development, data analysis, or IT infrastructure] to meet the position’s demands.
A solid grasp of Fiber to the Home (FTTH) network architecture and its corresponding deployment methodologies is required.
Proficiency in fiber installation standards, along with expertise in splicing, termination, testing, and activation procedures, is required.
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 effective solutions.
Proficiency in UPON technology and expertise in fiber network operations are required.
Proficiency in network monitoring tools and ticketing system management is required.
Proficient in analyzing installation reports, signal readings, and fault reports to identify technical issues and ensure accurate interpretation of data.
Seasoned in managing and leading field technicians and installation crews with precision and efficiency.
Candidates should possess a solid understanding of Wi-Fi networking principles, router configuration methodologies, and foundational techniques for troubleshooting local area networks (LAN’s).
Proficiency in Service Level Agreements (SLAs) and incident management protocols is required.
Proven ability to manage multiple tasks efficiently under tight deadlines while maintaining a high standard of accuracy. Strong problem-solving skills with a capacity to analyze complex situations and implement effective solutions promptly. Excellent interpersonal and communication skills, enabling seamless collaboration with cross-functional teams and stakeholders. Demonstrated expertise in [specific skills relevant to the role, e.g., project management, data analysis, or client relations]. Capability to adapt quickly to changing priorities and dynamic work environments. A results-driven mindset with a commitment to continuous improvement and professional development.
We seek an individual who demonstrates a strong commitment to customer satisfaction and service excellence. The ideal candidate will prioritize customer needs and maintain a proactive approach to addressing inquiries and resolving issues. Excellent communication skills and a dedication to fostering positive client relationships are essential for this role. The ability to anticipate customer expectations and deliver tailored solutions is highly valued.
Experienced professionals in team leadership and people management are sought to oversee and guide teams, fostering a collaborative and productive work environment. Responsibilities include mentoring team members, resolving conflicts, and ensuring alignment with organizational goals. Candidates must demonstrate strong interpersonal skills, emotional intelligence, and a proven track record in developing high-performing teams. Proficiency in performance evaluations, coaching, and talent development is essential.
Proficient communication and strong interpersonal abilities are essential for fostering productive collaborations and maintaining positive professional relationships.
Proven capability to manage schedules, prioritize tasks efficiently, and align resources to meet objectives.
Technical proficiency in resolving complex issues is essential, requiring a strong background in analytical reasoning and troubleshooting methodologies. The ideal candidate must demonstrate expertise in identifying root causes of technical challenges, implementing effective solutions, and ensuring minimal disruption to operations. Familiarity with diagnostic tools, system architectures, and industry best practices is highly advantageous. Additionally, the ability to communicate findings clearly to stakeholders and collaborate across teams is crucial for sustained performance.
Demands keen attention to detail and consistent follow-through are essential for success in this position.
Proven capability to prioritize tasks efficiently while managing concurrent responsibilities with a strong sense of organization and adaptability.
Qualified and enthusiastic applicants are encouraged to submit their CV 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
