Operations Supervisor

Sama X; Kuwait City; On-site; KWD 15,000 - 30,000; Full time

Job summary

A telecom solutions provider in Kuwait is seeking an experienced Operations Supervisor to manage inventory and coordinate services. This role focuses on ensuring exceptional customer experiences in field operations. The ideal candidate has at least 5 years of experience in telecom operations and strong customer interaction skills, with fluency in English required. Knowledge of MS Excel is necessary for this position.

Qualifications

• At least 5 years of cumulative experience in telecom field operations or managing field operations teams.
• Experience in customer-facing operations, including visiting customer sites.
• Fluent in English; bilingual proficiency in English and Arabic is a plus.
• Fundamental understanding of MS Excel and field management systems.

Responsibilities

• Oversee inventory within the country, ensuring safekeeping of inventory.
• Work closely with service partners for timely delivery and service closure.
• Monitor quality of service delivery and ensure SOPs are followed.
• Own troubleshooting of customer issues with partners.
• Report on inventory, installations, compliance, and customer satisfaction.

Skills

Telecom field operations experience

Customer interaction

Fluent in English

Ability to use MS Excel

Job description

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.

Key Responsibilities

• 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
• 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

Candidate Requirements

• 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: Fluency in English is mandatory. Bilingual proficiency in English and Arabic will be considered an advantage. Candidates should be presentable when engaging with customers and capable of interacting professionally with partners over email
• System Skills: Fundamental understanding on the usage of MS Excel and field management systems