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

• Education: 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.
• Experience: Exposure to practical understanding of technical services in telecom and broadband industry.
• Experience: Experience in carrying out technical services in the telecom or related industries.
• Experience: Experience in work allocation and monitoring for customer facing operations.
• Experience: 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)
• Customer satisfaction scores, Net Promoter Score (NPS)
• Employee engagement and retention rates
• Safety compliance records