Operations Supervisor

3 weeks ago

Muscat, Muscat, Oman Sama X Full time

Sama X transforms complex satellite connectivity into seamless, reliable experiences. As an authorized global Starlink reseller, we provide tailored solutions that enhance digital prosperity across MENA and South Asia. We focus on delivering professional-grade connectivity to digital professionals, businesses, and telecom operators where terrestrial networks fall short. Backed by Alghanim Industries, we combine technological capability with local expertise to simplify access to connectivity everywhere.

Job Summary :

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

  • Inventory Management: Oversee inventory within the country in collaboration with the warehousing partner; ensure safekeeping of inventory and safe receipts and dispatches
  • 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
  • Quality Assurance: Ensure quality of service delivery is monitored and agreed SOPs are followed at customer site
  • Customer Issue Resolution: Own the troubleshooting of customer issues raised by the customer support team, working along with our partners and their teams
  • 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:

  • Experience: At least 5 years of cumulative experience in telecom field operations or managing field operations teams
  • Customer Interaction: Experience in customer-facing operations, including visiting customer sites and interacting with customers
  • Communication & Etiquette: Basic proficiency in English and being presentable to customers; can interact with partners on emails
  • System Skills: Fundamental understanding on the usage of MS Excel and field management systems
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