To lead a team of Senior Customer Service Engineers and Customer Service Engineers with other operational vendors to deliver excellent fixed voice and fixed broadband services to customers in a designated geographical boundary with high standards and professionalism in team leadership and management.

Key Accountabilities And Decision Ownership

• To effectively lead, motivate and manage the performance of a team of Customer Service Engineers (CSEs) and Senior Customer Service Engineer (SCSEs) who are engaged in Fixed Access Telephony Service Provision and Maintenance via Copper, Radio & Fibre in a designated geographical boundary within the country.
• To provide technical coaching and support on the field in order to improve the quality of work, improve customer satisfaction & drive revenue
• To effectively liaise with peers in centralized Field Force Automation FFA in all cases of management of Customer complaints on service interference or on new request for Fixed Voice /or Fixed Broadband
• To spend time with team members at their workplace across geographical areas with desired visibility on all CSEs assisted by the localized Senior Customer Service Engineers to ensure smooth operations of the area

To identify and eliminate all forms of waste activities, by removing barriers and reducing Telecel costs of operations.

• To proactively ensure that FS external contractors who undertake Telecel delivery do so in a timely, professional, and effective manner, compliant with all relevant VF requirements and consistent with the aspirations of Telecel customer service targets.
• To lead by example and create an environment based on trust: an open & honest approach, delivering promises, following through actions, enthusiasm and commitment to achieving success through persuasive communications and the liberation of people’s potential

Core Competencies, Knowledge, And Experience

• Minimum of 8 years work experience, 3 of which must involve managing teams.
• A solid understanding of the Fixed Access Network infrastructure, last mile connectivity, materials, and Telecom operations.
• Ability to provide leadership, achieve results and drive change as required.
• Strong promoter of work place Health, Safety and wellbeing.
• Management of available resources within budget and timely planning of capital investment.
• Knowledge of engineering and quality standards
• Basic IP skills
• Must possess a valid class C driving license with a clean driving record

Must Have Technical / Professional Qualifications

• An HND Electrical or a bachelor’s degree in Telecommunications Engineering or equivalent is required for this position.
• Masters in same field or a managerial area will be a good addition.