Operations Supervisor
Seeking an experienced Operations Supervisor to manage inventory, coordinate services with partners, and ensure exceptional customer experience in telecom field operations. This role involves overseeing partner relationships, ensuring SLA compliance, resolving customer issues, and enhancing operational efficiency through system updates and KPI reporting.
Job Description
1. Inventory Management: Oversee inventory within the country in collaboration with the warehousing partner; ensure safekeeping of inventory and safe receipts and dispatches
2. Service Coordination: Work closely with service partner/s on timely closure of deliveries, installation & maintenance service tasks within the predefined SLA and jointly own the KPIs on the same
3. Quality Assurance: Ensure quality of service delivery is monitored and agreed SOPs are followed at customer site
4. Customer Issue Resolution: Own the troubleshooting of customer issues raised by the customer support team, working along with our partners and their teams
5. KPI Reporting & System Updates
Ensure systems are updated by our partners and share daily reports on:
· Inventory – including daily receipts, dispatch & available inventory
· Installations and maintenance – Task completion status, analysis on pending tasks with ageing view
· SLA adherence report with RCA on misses
· Customer satisfaction scores
Preferred Background & Skills:
1. Experience: At least 5 years of cumulative experience in telecom field operations or managing field operations teams
2. Customer Interaction: Experience in customer-facing operations, including visiting customer sites and interacting with customers
3. Communication & Etiquette: Basic proficiency in English and being presentable to customers; can interact with partners on emails
4. System Skills: Experience with Order Management and Inventory Management systems, along with proficiency in preparing documentation and reports using Microsoft Office applications.
