Fiber Network Supervisor

5 days ago


Houston, Texas, United States Lyte Fiber, LLC Full time
Job Summary

We are seeking a highly organized and experienced Dispatch Supervisor to lead our team of dispatchers in coordinating field technician routes, communicating with customers, and performing Tier 1 troubleshooting of account and provisioning issues.

Key Responsibilities
  • Build and lead a team of dispatchers responsible for scheduling and coordinating technicians for installation and repair services.
  • Develop and implement dispatch processes that ensure efficient technician routing and schedule adherence.
  • Ensure customer installation and service tickets are completed within our Service Level Agreements (SLAs).
  • Maintain and adjust daily, weekly, and monthly dispatch schedules to ensure coverage and flexibility to meet service demands.
  • Work with the Service Delivery Supervisor and field technicians to optimize routing strategies, minimize travel times, and ensure efficient use of company resources.
  • Oversee the use of our OSS/BSS systems for scheduling, routing, and technician communication.
  • Train and mentor dispatch team members, ensuring they are proficient in using OSS/BSS tools and following company protocols.
  • Create and monitor key performance indicators (KPIs) related to dispatch efficiency, technician productivity, and customer service response times.
  • Implement customer-first initiatives to improve service experience by ensuring accurate, timely dispatching and communication with customers about service windows.
  • Collaborate with other departments to continuously improve processes and resolve scheduling challenges.
Requirements
  • High school diploma or GED equivalent.
  • At least 5 years of experience in a dispatch or scheduling role, preferably within the telecommunications or utility industry.
  • Experience with OSS/BSS systems, specifically COS or similar platforms.
  • Proven leadership and management skills, with experience building and leading teams.
  • Excellent organizational and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
  • Strong communication skills, both written and verbal.
  • Proficiency in working with scheduling software and tools, with the ability to train others.
About Lyte Fiber, LLC

Lyte Fiber, LLC is a private equity-backed fiber broadband start-up with ambitious plans to scale and expand its FTTH, SMB, and MDU business lines across multiple regions. We are committed to providing exceptional service to our growing customer base and are seeking a highly skilled and organized Dispatch Supervisor to join our team.



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