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 preferred applicant will demonstrate exceptional leadership in customer service, a solid technical grasp of fiber internet services, and the proficiency to effectively connect customers, field technicians, and network operations teams.
Oversee and execute a range of critical duties, including but not limited to managing daily operations, coordinating team activities, and ensuring adherence to company policies and industry standards. Develop and implement strategic initiatives to enhance efficiency, productivity, and overall performance. Collaborate with cross-functional teams to align objectives, resolve challenges, and foster a cohesive work environment. Monitor progress through data analysis, performance metrics, and regular evaluations to drive continuous improvement. Maintain compliance with legal and regulatory requirements while upholding the highest standards of professionalism and ethical conduct. Serve as a key liaison between departments to facilitate seamless communication and workflow.
Lead the Customer Support team to guarantee prompt and courteous resolution of customer inquiries and complaints.
Orchestrate fiber installation schedules and oversee seamless service activations to meet operational targets.
Serve as the central point of contact for Customer Support, Fiber Installation Teams, and Network Operations, facilitating seamless communication and coordination among these groups.
Oversee and track the duration of installation processes to confirm adherence to predefined Service Level Agreements (SLAs).
Address high-priority customer concerns and oversee the systematic resolution of technical faults to ensure timely and effective solutions.
Evaluate installation reports to confirm that activations have been completed successfully.
Monitor recurring customer concerns and suggest enhancements to operational processes.
Ensure the precision of customer records and generate comprehensive reports on operational performance.
Provide guidance, support, and mentorship to customer support team members to enhance their skills and performance.
Provide customers with precise technical guidance on installation prerequisites and service utilization.
Spearhead the planning, implementation, and oversight of infrastructure development initiatives and ensure their ongoing maintenance to uphold optimal performance and reliability.
Bachelor’s degree in a relevant field, such as engineering, computer science, or business administration, is required. At least three years of experience in a similar role is mandatory, with a proven track record in project management and team leadership. Proficiency in industry-standard software and tools is essential, along with strong analytical and problem-solving abilities. Exceptional communication and organizational skills are critical for collaborating with stakeholders and ensuring project success. Familiarity with regulatory compliance and best practices in the field is highly desirable.
A diploma or degree in Telecommunications, ICT, Computer Science, Business Administration, or a comparable discipline is required.
A minimum of three years of professional experience in telecommunications, ISP operations, or the delivery of fiber internet services is required.
A minimum of one to two years of hands-on experience in a supervisory capacity or a team leadership position is essential.
Professional experience in assisting FTTH (Fire-to-the-Home) customers and managing fiber installation projects.
Demonstrated proficiency in leadership, communication, and problem-solving is required.
Demonstrated proficiency with Customer Relationship Management (CRM) systems, ticketing platforms, and telecommunications operational tools is required.
Technical certifications, including CCNA, Mitotic, Ubiquity, Fiber Optics, or equivalent credentials, are considered advantageous for this role.
Technical Skills & Knowledge
Seeking candidates with a strong foundation in applicable technical skills and in-depth knowledge of relevant industry standards. Proficiency in specialized tools, software, and methodologies is essential to perform the role effectively. Familiarity with industry-specific regulations, best practices, and emerging technologies is highly valued. The ideal candidate will demonstrate the ability to apply technical expertise to solve complex problems and optimize operational efficiency.
Proficient knowledge of Fiber to the Home (FTTH) network architecture and implementation methodologies is essential.
Proficiency in fiber installation standards, splicing techniques, termination methods, testing protocols, and activation processes is required.
Proficient in identifying and managing the resolution of connectivity problems, such as signal loss, ONU/ONT failures, router configurations, and customer premises equipment (CPE) malfunctions.
Proficient in UPON technology and fiber network operations.
Proficient in network monitoring tools and ticketing systems.
Possesses strong analytical skills to accurately evaluate installation reports, signal readings, and technical fault reports.
Proven expertise in managing field technicians and installation teams, ensuring efficient coordination and execution of tasks.
Proficiency in Wi-Fi networking, router setup, and fundamental LAN troubleshooting is required.
Demonstrated knowledge of Service Level Agreements (SLAs) and proficiency in incident management methodologies are required.
Demonstrates proficiency in critical competencies essential for successful job performance, fostering a collaborative and results-driven work environment. Exhibits strong analytical, problem-solving, and communication skills to effectively interpret complex challenges and execute solutions. Maintains adaptability to evolving priorities while upholding high standards of professionalism and accountability. Possesses the ability to work independently or collaboratively within cross-functional teams to achieve strategic objectives.
Demonstrates a strong commitment to prioritizing customer needs and satisfaction in all professional interactions and decision-making processes, ensuring a positive and seamless experience for every client.
Experienced professionals are sought to oversee team performance, guide team members, and foster a productive work environment. Responsibilities include mentoring staff, setting clear objectives, and ensuring alignment with organizational goals. Strong interpersonal skills are essential to motivate and develop team capabilities while maintaining high standards of collaboration and accountability. Candidates must demonstrate a proven track record in leading teams, resolving conflicts, and driving continuous improvement.
Accomplished communication and interpersonal abilities are essential, enabling seamless collaboration and relationship-building across diverse teams and stakeholders.
Demonstrates exceptional capacity for organizing tasks, managing priorities, and coordinating resources effectively.
Proven expertise in resolving complex technical issues with innovative solutions.
We value strong attention to detail and a commitment to thorough follow-through in every task. Candidates must demonstrate precision and dedication to ensuring work is completed accurately and consistently. This role requires meticulousness and a proactive approach to maintaining high standards throughout all responsibilities.
Demonstrates exceptional proficiency in balancing and prioritizing multiple tasks concurrently to meet deadlines and organizational objectives.
Shortlisted individuals will be the only candidates notified regarding their application status.
We regret to inform you that this position is no longer open for applications, as the hiring process has concluded.
Qualifications
BA/BSc/HND , Diploma
Experience Required
3 years
