Cable Supervisor

Purpose

Responsible for leading and managing a team of field technicians to ensure efficient and high-quality service delivery in fulfilment operations. Act as a liaison between technicians and management to optimize field operations and customer satisfaction.

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, and 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 a 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.

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.

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 in carrying out technical services in the telecom or related industries.
• Practical understanding of technical services in telecom and broadband industry.
• Experience in work allocation and monitoring for customer-facing operations.
• Understanding of customer service principles and practices.

Critical Success Factors

• Workforce management and field operations skills, with a focus on customer-facing work execution.
• Excellent problem-solving and decision-making abilities.
• Effective communication skills with both team members and clients.

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.
• Ability to maintain all safety expectations.

Safety Requirements

This is a safety-sensitive position. The employee has responsibility for their own safety and the safety of others. The employee must be able to perform all duties in accordance with safety regulations, company policies, and client requirements. This includes but is not limited to:

• Following all required safety protocols and procedures.
• Using appropriate personal protective equipment (PPE).
• Operating vehicles and equipment safely.
• Maintaining valid certifications and licenses as required.
• Participating in mandatory safety training and meetings.
• Reporting unsafe conditions or practices.
• Passing required drug and alcohol screening.
• Maintaining physical capabilities necessary to perform essential job functions safely.

Failure to meet these safety requirements may result in disciplinary action up to and including termination of employment.