Boss Telecom Ltd is currently searching for 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 must demonstrate exceptional leadership in customer service, a solid technical grasp of fiber internet services, and the proficiency to effectively connect customers with field technicians and network operations teams.
Oversee daily operations to ensure alignment with organizational goals, while managing a team of professionals to drive performance and foster collaboration. Develop and implement strategic initiatives to enhance efficiency, productivity, and service delivery across departments. Collaborate with senior leadership to align projects with long-term objectives, ensuring measurable outcomes and sustainable growth. Monitor key performance indicators (KPIs) to assess progress and identify areas for improvement, providing data-driven recommendations for optimization. Serve as a primary point of contact for stakeholders, addressing concerns and facilitating transparent communication to maintain strong relationships. Ensure adherence to company policies, industry regulations, and best practices to uphold compliance and mitigate risks.
Oversee and empower the Customer Support team to consistently deliver prompt, courteous responses to 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 completion durations and verify adherence to Service Level Agreements (SLAs).
Address high-priority customer concerns by managing escalated issues and facilitating the resolution of technical faults.
Review installation reports to confirm the successful activation of systems or equipment, ensuring all specified requirements have been met according to established standards and procedures.
Monitor recurring customer issues and identify opportunities for operational enhancements to drive efficiency and improve service quality.
Ensure the precision of customer data while compiling detailed operational performance reports.
Provide guidance, instruction, and mentorship to customer support team members to enhance their performance and professional growth.
Provide precise technical assistance to customers, addressing their inquiries about installation prerequisites and effective service utilization.
Seeking a candidate with a Bachelor’s degree in a relevant field and at least five years of progressive experience in a comparable role. The ideal applicant will demonstrate strong analytical, problem-solving, and communication skills, with proficiency in industry-specific software and tools. Familiarity with project management methodologies and regulatory compliance standards is essential. Must exhibit leadership qualities, adaptability, and a commitment to continuous professional development.
A diploma or degree in Telecommunications, ICT, Computer Science, Business Administration, or a related field is required.
Requires a minimum of three years of hands-on experience in telecommunications, ISP operations, or the provision of fiber internet services.
Requires 1–2 years of demonstrated experience in a supervisory or team leadership capacity.
Seasoned in assisting FTTH (Fire-to-the-Home) customers and organizing fiber installation projects with precision and efficiency.
The ideal candidate will demonstrate exceptional leadership capabilities, along with strong communication and problem-solving abilities.
Proven proficiency in utilizing Customer Relationship Management systems, ticketing solutions, and telecom operational tools is required.
Technical certifications like CCNA, Mitotic, Ubiquity, Fiber Optics, or equivalent credentials will be considered a significant plus.
We seek a candidate with a robust understanding of technical skills and specialized knowledge pertinent to the role. Proficiency in industry-standard software, programming languages, and analytical tools is essential, along with the ability to troubleshoot complex systems efficiently. Familiarity with data management, cybersecurity protocols, and system integration is required to ensure seamless operational performance. Additionally, the ideal applicant must stay current with evolving technological advancements and best practices to maintain competitive edge and innovation within the organization.
Proficient knowledge of Fiber to the Home (FTTH) network architecture along with the associated deployment methodologies is essential.
Proficiency in fiber installation standards, splicing, termination, testing, and activation procedures is required.
Proficient in identifying and managing connectivity disruptions such as signal degradation, ONU/ONT malfunctions, router configuration errors, and customer premises equipment (CPE) failures to ensure seamless network performance.
Possesses a solid understanding of UPON technology and expertise in fiber network operations.
Proficiency in network monitoring and ticketing systems is essential.
Proficient in analyzing installation reports, signal readings, and technical fault reports to identify key insights and resolve issues efficiently.
Seasoned in organizing and leading field technicians and installation crews to ensure seamless project execution and adherence to timelines.
Proficiency in Wi-Fi networking, router setup, and fundamental LAN troubleshooting is required.
Possesses a solid grasp of Service Level Agreements (SLAs) and incident management frameworks, ensuring alignment with established operational standards and response protocols.
Proficiency in strategic planning and execution stands as a foundational requirement, alongside exceptional analytical acumen to interpret complex data sets. Demonstrated leadership capabilities are essential to guide cross-functional teams toward achieving organizational objectives, while robust communication skills facilitate clear and persuasive interactions at all levels. Familiarity with industry-specific tools and technologies ensures operational efficiency, and a results-driven mindset underscores the ability to deliver measurable outcomes. Adaptability to evolving market conditions and a commitment to continuous professional development further enhance long-term success in this dynamic role.
Delivers exceptional service with a relentless focus on meeting and exceeding customer needs and expectations. Prioritizes customer satisfaction above all else and consistently seeks feedback to enhance service quality. Maintains a proactive approach to resolving issues and ensures a seamless customer experience at every interaction.
Experienced in overseeing teams and guiding staff performance, you will demonstrate strong leadership capabilities and a commitment to developing talent. This role requires the ability to foster collaboration, resolve conflicts, and create an inclusive work environment where individuals can thrive. Your responsibilities will include setting clear objectives, monitoring progress, and providing constructive feedback to ensure team success. Additionally, you will mentor employees, support their professional growth, and hold team members accountable for their performance.
Proven ability to convey ideas clearly and foster strong professional relationships.
Possesses exceptional organizational and coordination skills, enabling effective management of tasks and resources. Demonstrates proficiency in aligning activities and stakeholders to achieve desired outcomes efficiently. Exhibits a keen ability to synchronize efforts and streamline processes for optimal productivity.
Technical problem-solving skills are essential for this role, requiring the ability to analyze complex issues and develop effective solutions efficiently. The position demands strong analytical thinking and the capacity to troubleshoot technical challenges with precision and creativity. Candidates must demonstrate proficiency in identifying root causes, evaluating potential resolutions, and implementing sustainable fixes while maintaining clear documentation of processes and outcomes.
Attention to detail and meticulous follow-through are essential qualities for this role, ensuring accuracy and completion of all assigned tasks without oversight.
Demonstrates strong organizational skills to handle numerous tasks simultaneously while maintaining high productivity and attention to detail.
Qualified candidates who meet the requirements are encouraged to submit their CV by emailing hr@mybestjobs.co.ke, ensuring the position is stated in the subject line of the message.
Qualifications
BA/BSc/HND , Diploma
Experience Required
3 - 5 years
