About the Role
Alfred & Victoria Associates, one of Nigeria's leading ICT solution-based companies, is looking for a dynamic and results-driven Field Performance Monitor to oversee and optimize the performance of our Field Operations Center (FOC) department. In this critical role, you will ensure operational excellence, monitor compliance with company policies, and drive continuous improvement across our field engineering teams. If you possess a sharp analytical mind and a passion for operational efficiency, we invite you to join our growing team.
Key Responsibilities- Continuously monitor and evaluate the performance of the FOC department, ensuring strict adherence to established procedures and policies.
- Prepare and submit comprehensive daily performance reports to the Head of Department, highlighting team and individual engineer metrics.
- Track, identify, and resolve delays in ticket updates by coordinators to maintain accurate and real-time field operation statuses.
- Collaborate with coordinators to identify underperforming on-site engineers and provide actionable feedback for improvement.
- Investigate escalated cases thoroughly to determine root causes, document findings, and propose preventive solutions.
- Design, prepare, and conduct regular training sessions for the FOC team to address performance gaps and introduce new technologies.
- Recommend innovative process improvements to enhance the overall efficiency and effectiveness of field operations.
- Bachelor's degree in Business Administration, Operations Management, Telecommunications, Information Technology, or a related field.
- Proven professional experience in operations management or a similar fast-paced environment.
- Basic technical knowledge of telecommunications and IT infrastructure.
- Strong analytical skills with the ability to process complex data and prepare detailed performance reports.
- Excellent communication, interpersonal, and problem-solving skills with high attention to detail.
- Ability to thrive under pressure, manage multiple priorities, and collaborate effectively with diverse teams.
- Competitive salary package commensurate with experience.
- Opportunities for professional growth and career advancement within a leading ICT firm.
- Comprehensive health insurance and other corporate welfare benefits.
- A collaborative, innovative, and dynamic work environment.