Cable Supervisor

Responsibilities

• Allocate work, manage daily schedules and supervise a team of up to 15 field technicians to execute the fulfilment operations work.
• Conduct quality checks and job site observations to ensure adherence to client standards.
• Perform truck inspections and ensure proper maintenance of company vehicles, equipment, tools.
• Address and resolve customer escalations and complaints with the objective of resolving issues at the earliest opportunity to ensure client and customer satisfaction.
• Implement safety protocols and ensure compliance among team members.
• Provide ongoing training and development for technicians, coordinate with Training Instructor for training and skill improvement.
• Participate in performance evaluations and disciplinary actions as needed to promote positive work environment.
• Collaborate with managers to achieve operational goals and KPIs and contribute to efficiency in operations.
• Coordinate with QA representatives to implement targeted improvement in work standards, training and skill development.

Requirements

• Educational: Associate’s degree in technical field or equivalent qualification.
• Technical certifications relevant to the telecom and broadband industry.
• Experience: 3 to 5 years of experience as a technician in telecom or broadband field operations with 1 year of supervisory experience.
• Exposure: Practical understanding of technical services in telecom and broadband industry.
• Experience: Experience in carrying out technical services in the telecom or related industries.
• Practical Understanding: Exposure to work allocation and monitoring for customer facing operations.
• Customer Service: Understanding of customer service principles, practices.

Key Measures / Key Performance Indicators

• Operational efficiency and productivity metrics (On Time Arrival, Job Completion Rate, Technician NPS (TNPS), First time right (FTR), Home Health Check (HHC), Meter Usage, Repeat Service Calls, Quality Control Pass Rate, etc)
• Customer satisfaction scores, Net Promoter Score (NPS)
• Employee engagement and retention rates
• Safety compliance records

Physical Requirements

• Ability to stand, walk, and sit
• Ability to use hands to handle or feet
• Ability to reach with hands and arms
• Ability to climb and balance
• Ability to stoop, kneel, crouch, bend and crawl
• Ability to lift up to 75 lbs
• Maintain all safety expectations

Additional Comments

ITG is an equal employment opportunity employer. ITG’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. ITG also prohibits harassment of applicants or employees based on any of these protected categories. It is also ITG’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.