Dispatch and Control Operation Associate

Job Responsibilities

• Manage Daily Work Orders: Efficiently distribute work orders via the Work Force Management system to meet Maxpert productivity and enhance customer experience.
• Drive Operational Excellence: Oversee daily installation activities, managing installer-related operational matters and liaising with internal and external counterparts.
• Optimize Resource Utilization: Administer order assignments in the Work Force Management tool to maximize cost efficiency and customer satisfaction.
• Develop Team Skills: Train and develop coordinators (both vendor and in-house), ensuring they have the necessary skills, knowledge, and tools for their roles.
• Ensure Accurate Reporting: Complete and supply all operational reports (internal and external) accurately within agreed SLA.
• Improve Processes: Identify, evaluate, and simplify processes and tools to improve productivity and meet business requirements.
• Manage ISP Partners: Collaborate with ISP partners (TM, ALLO, Sacofa, CTS) to improve fulfillment experiences for customers through bi-weekly forums and sharing weekly findings related to FTR, MCAT, and customer complaints.
• Run Daily Operations: Handle all installation orders for Home Fibre and SME business, including backend customer support, front-line support, and verification of vendor claims and invoices

Qualifications and Competencies 

• Education: Bachelor's Degree.
• Experience: 1-3 years in Fibre Operations and People Management.
• Skills:
  • Proficient in Fibre Products and Microsoft Office.
  • Excellent communication, written, and interpersonal skills.
  • Strong verbal and written English language skills.
  • Passionate about customer service and sales.
  • Knowledge in project management, data analytics, and telecommunication products.