Training and performance review, role by role
For each role that matters in telecom: what a new joiner, an independent worker and a senior should be able to do, how to train them at each stage, and how to review them.
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Share your requirementsRoles in telecom
Broadband installation technician
Installs fibre or wireless connections at homes and shops: drops the cable, fixes the ONT or router, tests the link, activates the service and teaches the customer. Reports to the field supervisor and takes jobs from the dispatcher.
Training path and review →Fibre splicer and test technician
Joins optical fibres with a fusion splicer, dresses closures and joint boxes, tests with OTDR and light meter and records loss. Works on rollout or repair crews and reports to the crew supervisor.
Training path and review →Tower technician and climber
Climbs and maintains telecom towers: antennas, cabling, lights and earthing, and supports site maintenance. Works in a team and reports to the cluster or site manager. It is mostly learnt on the job.
Training path and review →NOC monitoring engineer
Watches the network on dashboards, detects alarms and outages, raises tickets, follows runbooks and escalates to field and higher-level engineers. Works in shifts and reports to the shift lead. It is mostly learnt on the job.
Training path and review →Telecom customer care agent
Handles calls and chats from subscribers about billing, plan changes, faults, SIM and recharge, and complaints. Follows scripts and policy, logs the case and transfers when needed. Reports to the team leader.
Training path and review →Customer care team leader
Leads a team of care agents: assigns work, listens to calls, coaches, handles escalations and tracks service levels. Reports to the care manager. It is mostly learnt on the job.
Training path and review →Telecom retail and field sales executive
Sells SIMs, recharge, broadband and handsets at a store or in the field, handles activation and KYC documents and builds relationships with retailers. Reports to the store manager or area sales supervisor.
Training path and review →Network field maintenance engineer
Visits sites to do preventive maintenance and fix faults on routers, radios, power systems and cabling, working from tickets. Reports to the regional supervisor and works with the NOC. It is mostly learnt on the job.
Training path and review →