Job Description We believe EVERYONE in the world deserves access to the internet and affordable communications. Communications have an incredibly positive impact on improving the lives of individuals and accelerating the economic and social growth of developing countries; yet 4.4 billion people around the world are still unconnected and many more are poorly serviced. At poa! we believe everyone deserves access to the internet and it should not be limited to the privileged few. Our poa! Internet service provides wireless broadband to low income and rural communities across East Africa, offering individuals and small businesses highly affordable Internet access. poa! brings significant social benefit to the communities we serve by offering free access to digital content including educational and health materials as well as generating substantial employment opportunities.Mission Statement for the Role: To support the installation and field support teams with coordination of detailed, organized, and well communicated schedules for daily operations to support outsourced teams with work across the geographic footprint of poa operations. Overall Responsibility: Assist the deployment coordinator in end to end customer communication, follow up with Field technicians and ticketing resolution for works assigned Key SMART Results for A-Player To have proactively reviewed and proposed process improvement measures to uplift the overall quality of the installation & field support process-End Q3 To have coordinated field work scheduling for installations, relocations, supports and decomissions to drive operational efficiency- MonthlyEnsure % of scheduled installation & support visits are completed within SLA to deliver exceptional customer service -End Q3 Ensure regular and continuous feedback sessions for continuous improvement of operations and daily deliverables whilst building relationships with 3rd Party Project Managers-End Q3 To have identified areas of improvement and training with partners and liaised with relevant internal teams to ensure trainings are scheduled, attended and bring real world value and uplift in overall performance-End Q4 Department stage of development where this role sits Prepare for Scale / Systemisation Key Competencies Criticality (H, M, L) Proven ability to evaluate, assign and escalate work based on different factors such as, time, complexity or risk to the organisation-MStrong written and verbal communication skills relavent to multi level internal and external stakeholders. (Talking to a customer, and contractor and a poa team lead all need different communication style)-MFamiliarity with SAAS products such as Freshworks, 3CX, Google Workspace-HThe ability to work in a fast paced, high pressure department where close comms and coordination are key drivers of success-HAttention to detail and accuracy in maintaining records and generating report-H Mandatory Criteria if Any with no exceptions to hire: Diploma with a focus in management, systems or communicationMust have atleast 1 year experience in a similar roleComprehensive knowledge of the tools and systems used to support the field operations.
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