Boss Telecom is looking for a driven and seasoned Customer Support & Fiber Operations Supervisor to oversee our customer support team and manage fiber installation and service delivery operations. The preferred applicant will demonstrate exceptional leadership in customer service, a solid understanding of fiber internet services, and the capacity to effectively liaise between customers, field technicians, and network operations teams.
Oversee a range of critical duties, including managing daily operations, ensuring compliance with organizational policies, and maintaining high standards of efficiency. Lead and collaborate with cross-functional teams to drive project success, allocate resources effectively, and meet strategic objectives. Monitor performance metrics, identify areas for improvement, and implement solutions to enhance productivity and quality. Act as a liaison between senior management and staff, facilitating clear communication and fostering a positive work environment. Additionally, develop and execute training programs to support employee growth and ensure alignment with company goals.
Oversee and assist the Customer Support team in managing customer inquiries and complaints promptly and with professionalism.
Oversee the planning and execution of fiber installation timelines while guaranteeing seamless service activations.
Serve as the main point of contact and coordination between Customer Support, Fiber Installation Teams, and Network Operations.
Ensure compliance with Service Level Agreements (SLAs) by monitoring installation turnaround times.
Responsible for managing escalated customer concerns and orchestrating the resolution of technical faults.
Conduct a thorough examination of installation reports to confirm the successful completion of activations.
Monitor recurring customer issues and identify opportunities for operational enhancements.
Maintain precise documentation of customer information and compile detailed operational performance reports.
Responsibilities include providing training, coaching, and mentorship to customer support staff to enhance their skills and performance.
Provide precise technical guidance to customers regarding installation prerequisites and proper service utilization.
Spearhead the planning, implementation, and ongoing upkeep of infrastructure systems to ensure optimal performance, reliability, and scalability.
Seeking a candidate with a Bachelor’s degree in a relevant field, such as computer science, engineering, or business administration, coupled with a minimum of three years of professional experience in a similar role. The ideal applicant will possess strong analytical skills, proficiency in industry-standard software tools, and the ability to collaborate effectively within cross-functional teams. Prior experience in project management, data analysis, or strategic planning is highly desirable, as is a proven track record of delivering measurable results. Additionally, candidates must demonstrate excellent communication skills, both written and verbal, and the capacity to manage multiple priorities in a fast-paced environment. Familiarity with compliance regulations and best practices within the industry is required.
A diploma or degree in Telecommunications, ICT, Computer Science, Business Administration, or a related discipline is required.
Requires a minimum of three years of professional experience in the telecommunications sector, internet service provider operations, or fiber internet service delivery.
Requires a minimum of one to two years of hands-on experience in a supervisory or team leadership capacity.
Proven track record in assisting FTTH (Fire-to-the-Home) customers and managing fiber installation projects.
Demonstrates exceptional leadership capabilities, strong communication proficiency, and adept problem-solving expertise.
Proven expertise in utilizing CRM systems, ticketing platforms, and telecom operations tools is required.
Technical credentials such as CCNA, Mitotic, Ubiquity, Fiber Optics certifications, or equivalent qualifications would be considered a valuable asset.
Technical Skills and Expertise
A solid foundation in relevant technical skills and specialized knowledge is essential for this role. Proficiency in [specific programming languages, software, or tools] is required, along with a deep understanding of [specific methodologies, frameworks, or systems]. Candidates must demonstrate expertise in [specific areas, such as data analysis, cybersecurity, or cloud computing], ensuring the ability to apply technical solutions effectively. Familiarity with industry best practices and emerging technologies is also expected to support innovation and problem-solving in dynamic environments.
Possesses a solid grasp of FTTH network architecture and implementation methodologies.
Possesses a thorough understanding of fiber installation standards, including splicing, termination, testing, and activation procedures.
Proficient in identifying and resolving connectivity disruptions, including signal loss, ONU/ONT malfunctions, router configuration errors, and customer premises equipment (CPE) defects, and coordinating their resolution.
Possesses comprehensive knowledge of UPON technology and fiber network operations.
Proficient in utilizing network monitoring and ticketing systems is required.
Proficient in analyzing installation reports, signal measurements, and technical fault documentation with precision and accuracy.
Proven ability in managing field technicians and installation crews, ensuring seamless coordination and operational efficiency.
Proficient in configuring routers, setting up Wi-Fi networks, and diagnosing and resolving basic LAN issues.
Proficiency in Service Level Agreements (SLAs) and incident management frameworks is required.
Key qualifications include strong analytical and problem-solving skills, exceptional attention to detail, and the ability to work effectively both independently and collaboratively within a team. Candidates must demonstrate proficiency in relevant software and tools, as well as a commitment to maintaining high standards of accuracy and efficiency. Effective communication skills, both written and verbal, are essential for conveying complex information clearly and concisely. Additionally, the ideal candidate will possess the capacity to prioritize tasks, manage deadlines, and adapt to changing priorities in a fast-paced environment. A proactive approach to continuous learning and professional development is also highly valued.
We seek a professional who places the customer at the forefront of every decision, ensuring their needs and expectations guide our strategies and actions. This individual must demonstrate a strong commitment to delivering exceptional service and fostering long-term relationships built on trust and satisfaction. The ideal candidate will prioritize customer feedback, address concerns promptly, and consistently strive to exceed service standards. Experience in customer-focused roles and a proven ability to anticipate and respond to client needs are essential for success in this position.
Proven ability to lead teams and drive high-performing groups through effective people management, fostering collaboration and professional growth while ensuring alignment with organizational goals and operational excellence.
Proven ability to communicate effectively and interact professionally with diverse stakeholders is essential. Strong interpersonal skills are required to collaborate seamlessly with teams, clients, and leadership.
Demonstrated proficiency in organizing tasks and coordinating efforts effectively.
Proven ability to troubleshoot and resolve technical challenges efficiently and systematically is essential. Strong analytical skills are necessary to diagnose issues and implement effective solutions. Experience in identifying the root cause of problems and applying logical reasoning to address them is required. Familiarity with technical tools and methodologies to support problem resolution is expected. A methodical approach to evaluating situations and determining appropriate corrective actions is crucial.
We pride ourselves on meticulous attention to detail and unwavering commitment to follow-through, ensuring all tasks are completed accurately and thoroughly.
Demonstrates exceptional skill in prioritizing and managing competing tasks with efficiency and precision, ensuring timely and high-quality completion of all assigned responsibilities.
Shortlisted candidates will receive notification; others will not be contacted further.
The position is no longer available as the application deadline has passed. Submissions are no longer being accepted at this time.
Qualifications
BA/BSc/HND , Diploma
Experience Required
3 years
