Supervisor – ISP Services

Position: Supervisor – ISP Services

Job Description

• Establish, implement, and monitor a maker-checker framework to ensure accuracy and financial discipline.

• Monitor ISP Churn and implement effective retention strategies to reduce customer loss.

• Maintain compliance with internal control standards and company policies.

• Develop and maintain diagnostic and troubleshooting mechanisms for ISP service issues.

• Escalate unresolved or critical issues according to structured escalation protocols.

• Establish and maintain good relationships with internal teams, sales networks, regional office teams, and service partners.

• Create and maintain a robust monitoring and reporting system to evaluate performance against defined KPIs and ensure SLA compliance.

• Lead, motivate, and train the team to achieve set goals and maintain high service standards.

• Develop and maintain a strong logistics control mechanism to ensure proper stock management, material flow, and accountability.

• Monitor consumption and movement of resources to minimize misuse, leakage, or wastage.

• Perform other duties and responsibilities as assigned by the Supervisor/Manager.

• Contribute to process improvements, cost optimization, and customer experience enhancement.

Job Specification:

• Bachelor’s degree in Management or related field (preferred).

• 2-3 years of experience in ISP operations, service management, or similar roles.

• Strong analytical, diagnostic, and troubleshooting skills.

• Good understanding of maker-checker control mechanisms and financial discipline.

• Proficiency in MS Office and reporting tools.

• Strong leadership, coordination, and communication skills.

• Ability to work under pressure and within defined timelines.

• Customer service mindset.