Boss Telecom is in search of a proactive and seasoned Customer Support & Fiber Operations Supervisor to oversee our customer support division and streamline fiber installation and service delivery operations. The preferred applicant will demonstrate exceptional leadership in customer service, a solid technical grasp of fiber internet solutions, and the proficiency to effectively mediate between customers, field technicians, and network operations teams.
Oversee and execute a comprehensive range of essential duties to ensure operational success, including managing project timelines, coordinating team efforts, and maintaining adherence to organizational policies. Develop and implement strategic initiatives to enhance efficiency, productivity, and overall performance while fostering a collaborative work environment. Monitor progress, evaluate outcomes, and provide actionable feedback to drive continuous improvement and achieve key business objectives. Serve as a primary point of contact for stakeholders, ensuring clear communication, alignment of goals, and resolution of any arising challenges. Additionally, maintain accurate documentation, track key metrics, and prepare detailed reports to support data-driven decision-making and compliance with industry standards.
Provide leadership and assistance to the Customer Support team to guarantee prompt and courteous resolution of customer inquiries and complaints.
Oversee the planning and execution of fiber installation timelines while guaranteeing seamless service activations.
Serve as the main point of contact, facilitating seamless communication and coordination among Customer Support, Fiber Installation Teams, and Network Operations.
Track installation cycle times meticulously and uphold adherence to Service Level Agreements (SLAs) at all times.
Resolve advanced customer concerns and oversee the technical troubleshooting process to ensure effective issue resolution.
Examine installation reports ensuring activations have been completed successfully.
Monitor recurring customer issues and propose enhancements to operational processes.
Ensure the precision of customer records and compile detailed operational performance reports.
Provide guidance, support, and mentorship to customer support personnel to enhance their skills and performance.
Provide precise technical assistance to customers, clarifying installation prerequisites and optimal service utilization.
Spearhead the development and ongoing maintenance of the infrastructure to ensure optimal performance and reliability.
Seeking a highly motivated professional with a Bachelor’s degree in Finance, Accounting, or a related field, alongside a minimum of five years of progressive experience in financial management, reporting, or analysis. The ideal candidate will possess strong proficiency in financial software, advanced Excel skills, and exceptional analytical abilities to interpret complex financial data. Excellent communication and interpersonal skills are required to collaborate effectively with cross-functional teams and present findings to stakeholders. Familiarity with regulatory compliance and risk management principles is a plus.
A Bachelor’s or Diploma in Telecommunications, Information and Communication Technology, Computer Science, Business Administration, or an equivalent discipline is required.
A minimum of three years of hands-on experience in the telecommunications sector, ISP operations, or fiber internet service delivery is required.
Seeking candidates with a minimum of one to two years of relevant experience in a supervisory or team leadership capacity.
With a proven background in assisting FTTH (Fire-to-the-Home) customers and managing fiber installation projects, you bring hands-on experience to ensure seamless connectivity solutions. Your expertise in customer support and project coordination strengthens the delivery of high-quality fiber infrastructure, driving customer satisfaction and operational efficiency.
Proven ability to lead teams effectively, convey ideas clearly, and address challenges with innovative solutions.
Proficiency in CRM systems, ticketing platforms, and telecom operations tools is required.
Technical certifications in areas such as CCNA, Mitotic, Ubiquity, or Fiber Optics, among others, will be considered advantageous.
Proficient in applying advanced technical knowledge and specialized skills to execute complex tasks effectively, you will leverage expertise in relevant systems, tools, and methodologies to drive operational excellence. Demonstrate a strong command of industry-specific technologies, along with the ability to analyze and resolve technical challenges efficiently. Familiarity with best practices, emerging trends, and compliance standards is essential to ensure solutions align with organizational and regulatory requirements.
Possesses a solid grasp of FTTH network architecture and implementation methodologies.
Proficiency in fiber installation standards, splicing techniques, termination methods, testing protocols, and activation procedures is required.
Proficient in identifying and managing the resolution of connectivity problems, encompassing signal loss, ONU/ONT malfunctions, router configuration, and customer premises equipment (CPE) issues.
Proficiency in UPON technology and fiber network operations is required.
Proficiency in network monitoring tools and ticketing systems is required.
Proficient in analyzing installation reports, signal readings, and technical fault reports to derive accurate assessments.
Skilled in managing field technicians and installation teams effectively, with a proven track record in coordination and oversight.
Proficiency in Wi-Fi networking, router setup, and fundamental LAN troubleshooting is required.
Possesses a solid grasp of Service Level Agreements (SLAs) and the methodologies involved in incident management, ensuring alignment with established operational standards and performance benchmarks.
Proven expertise in managing complex projects, delivering innovative solutions, and fostering cross-functional collaboration are essential. The ideal candidate will demonstrate strong analytical skills, exceptional problem-solving abilities, and a commitment to achieving measurable results. Prior experience in a leadership role, particularly in driving process improvements or operational efficiency, is highly valued. Effective communication, adaptability to dynamic environments, and proficiency in data-driven decision-making are also critical. A results-oriented mindset, paired with the capacity to mentor and inspire teams, will significantly contribute to success in this position.
We value individuals who prioritize customer satisfaction and consistently strive to exceed expectations in all interactions. The ideal candidate demonstrates a strong commitment to understanding and addressing customer needs, ensuring a seamless and positive experience at every touchpoint. This role requires the ability to anticipate customer concerns, respond with empathy, and deliver solutions that foster long-term loyalty and trust. Candidates should exhibit a proactive approach to problem-solving, with a keen focus on creating value and enhancing overall customer engagement.
Demonstrates strong leadership skills and the ability to effectively manage and guide team members, fostering a collaborative and productive work environment.
Proven ability to communicate clearly and collaborate effectively with diverse teams is essential. Strong interpersonal skills are required to build and maintain professional relationships across various stakeholders.
Possesses exceptional organizational and coordination skills, enabling efficient management of tasks and seamless collaboration with teams to achieve project objectives.
Proven ability to diagnose and resolve technical challenges efficiently, leveraging analytical skills to identify root causes and implement effective solutions. Demonstrates a strong aptitude for troubleshooting complex systems, ensuring minimal downtime and optimal performance. Requires a methodical approach to problem-solving, with a focus on delivering reliable and sustainable results.
Required are meticulous attention to detail combined with a commitment to completing tasks thoroughly and reliably. The ideal candidate will consistently ensure accuracy in their work and see projects through to completion without overlooking critical elements.
Capable of organizing and prioritizing multiple tasks concurrently with a high degree of efficiency and adaptability.
Candidates who are selected for further consideration will receive a communication.
The position is no longer open for applications, as the hiring window has expired or the role has been filled. Submission of applications is no longer being accepted.
Qualifications
BA/BSc/HND , Diploma
Experience Required
3 years
