Boss Telecom 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 successful applicant will demonstrate exceptional leadership in customer service, a solid technical grasp of fiber internet services, and the capability to facilitate seamless collaboration between customers, field technicians, and network operations teams.
Oversee and execute comprehensive responsibilities encompassing strategic planning, project management, and operational oversight to ensure organizational objectives are met efficiently and effectively. Collaborate with cross-functional teams to develop and implement initiatives that enhance productivity, streamline processes, and drive sustainable growth. Lead and mentor staff, fostering a culture of accountability, innovation, and continuous improvement. Monitor performance metrics, analyze data trends, and present actionable insights to senior leadership to inform decision-making. Ensure compliance with industry regulations, company policies, and best practices while maintaining high standards of quality and service delivery. Serve as a liaison between departments, stakeholders, and external partners to facilitate seamless communication and alignment of goals.
Oversee the Customer Support team, providing guidance and assistance to ensure all customer inquiries and complaints are addressed promptly and professionally.
Coordinate fiber installation schedules and oversee the seamless execution of service activations to meet operational targets.
Serve as the main point of communication and collaboration between Customer Support, Fiber Installation Teams, and Network Operations.
Track installation completion durations and verify adherence to Service Level Agreements (SLAs).
Address complex customer concerns that have escalated and oversee the facilitation of technical fault resolution efforts.
Examine installation reports to confirm that activations have been successfully completed.
Monitor recurring customer issues and propose enhancements to operational processes for increased efficiency and effectiveness.
Maintain precise documentation of customer data and generate detailed operational performance reports.
You will be responsible for providing training, coaching, and mentoring to customer support staff to enhance their skills and performance.
Provide customers with precise technical assistance concerning installation prerequisites and operational utilization.
Oversee the design, implementation, and continuous upkeep of infrastructure systems to ensure optimal performance, reliability, and scalability.
Seeking a highly skilled professional with a proven track record in [specific field or industry], demonstrated through [X] years of relevant experience and a strong educational background in [relevant degree or certification]. The ideal candidate will possess expertise in [key skills or tools], along with a deep understanding of [specific processes or methodologies]. Additionally, familiarity with [industry-specific regulations, standards, or technologies] is essential. Strong analytical, problem-solving, and communication abilities are required to excel in this role, ensuring the ability to deliver high-quality results while collaborating effectively with cross-functional teams.
A qualification in Telecommunications, ICT, Computer Science, Business Administration, or a closely related discipline is required.
A minimum of three years of hands-on experience in telecommunications, internet service provider operations, or fiber internet service delivery is required.
Accumulated experience in a supervisory or team leadership position spanning a minimum of one to two years is required.
Possesses demonstrated experience in assisting FTTH (Fire-to-the-Home) customers and managing fiber installation projects.
Proven ability to lead teams effectively, communicate clearly, and resolve complex challenges with strategic solutions.
Proficiency in customer relationship management systems, ticket management solutions, and telecommunications operational tools is required.
Technical certifications including CCNA, Mitotic, Ubiquity, Fiber Optics, or equivalent credentials will be considered advantageous.
Seeking a candidate with expertise in specialized technical domains, including proficiency in relevant software, tools, and methodologies essential to the role. The ideal applicant must demonstrate hands-on experience with industry-standard technologies, ensuring the ability to execute tasks efficiently and troubleshoot issues effectively. Strong analytical skills are required to interpret complex data, optimize systems, and implement innovative solutions. Additionally, familiarity with emerging trends and best practices in the field is highly valued to maintain competitive advantage and drive continuous improvement.
Possesses a solid grasp of Fiber-to-the-Home (FTTH) network architecture principles and practical deployment methodologies.
Proficient in fiber installation standards, as well as splicing, termination, testing, and activation procedures.
Proficient in diagnosing and resolving connectivity issues, including signal loss, ONU/ONT faults, router configuration, and customer premises equipment (CPE) malfunctions, while coordinating effective solutions.
Possesses a solid understanding of UPON technology and fiber network operations.
Proficiency in network monitoring tools and ticketing systems is required.
Proficient in analyzing installation reports, signal readings, and technical fault reports to extract critical information and identify potential issues.
Proven ability to manage and synchronize the activities of field technicians and installation crews.
Possesses a solid understanding of Wi-Fi networking principles, router setup procedures, and fundamental LAN troubleshooting techniques.
Possesses a solid grasp of Service Level Agreements (SLAs) and incident management frameworks, ensuring adherence to performance benchmarks and resolution protocols.
Demonstrated expertise in critical competencies essential for the role, including strong analytical abilities to interpret complex data and derive actionable insights. Proficiency in project management, with a track record of delivering initiatives on time and within budget while adhering to established frameworks. Exceptional communication skills, enabling clear articulation of ideas to diverse stakeholders and fostering collaborative decision-making. Leadership capabilities, demonstrated through the ability to inspire teams, delegate responsibilities effectively, and drive performance toward strategic objectives. A commitment to continuous improvement, leveraging feedback and best practices to enhance processes and outcomes. Familiarity with industry-specific tools and technologies, ensuring efficient execution of tasks while maintaining high standards of accuracy and quality.
We are seeking a professional who demonstrates an unwavering commitment to prioritizing customer satisfaction and delivering exceptional service in every interaction. The ideal candidate will possess a deep understanding of customer needs and consistently strive to exceed expectations through proactive problem-solving and personalized solutions. This role requires a proactive approach to addressing customer concerns, ensuring timely resolutions, and fostering long-term relationships built on trust and reliability. Strong communication and interpersonal skills are essential to effectively engage with clients and maintain high standards of service excellence.
We are seeking a seasoned professional to provide strategic direction and foster a collaborative environment for a high-performing team. This role demands a strong ability to mentor, motivate, and develop talent while ensuring alignment with organizational goals. Responsibilities include overseeing team performance, facilitating professional growth, and creating an inclusive culture that drives engagement and productivity. Ideal candidates will possess exceptional communication skills, a proven track record in talent development, and the capacity to inspire both individual and collective excellence.
Proficient in conveying ideas clearly and collaborating effectively with diverse teams, fostering strong professional relationships through active listening and persuasive articulation.
Proven capability in managing multiple tasks and aligning resources efficiently to meet objectives.
Technical problem-solving skills are essential for effectively diagnosing and resolving complex issues. The ability to analyze technical challenges, identify root causes, and implement practical solutions is crucial. Candidates should demonstrate proficiency in troubleshooting, debugging, and applying analytical reasoning to overcome technical obstacles. Strong analytical skills, creativity, and a methodical approach to problem-solving are highly valued in this role.
Attention to detail and thoroughness in execution are essential qualities for this role. Consistently delivering high-quality work while maintaining precision is a key requirement, ensuring all tasks are completed accurately and efficiently. The ability to stay organized and committed to seeing projects through to completion is critical to success in this position.
Proven capacity to prioritize and execute multiple tasks concurrently while maintaining high standards of accuracy and efficiency.
Shortlisted candidates will receive communication regarding their application status.
Applications for this position are no longer being accepted, as the posting has been deactivated or the hiring process has concluded.
Qualifications
BA/BSc/HND , Diploma
Experience Required
3 years
