About the Role
Alfred & Victoria Associates is a leading ICT solutions company in Nigeria, delivering high-demand technological services to our growing market. We are currently seeking a dynamic and analytical Field Performance Monitor to oversee our Field Operations Center (FOC) department. In this vital role, you will ensure strict adherence to company procedures, monitor on-site engineer performance, track ticket management, and drive continuous improvement through targeted training programs.
Key Responsibilities- Continuously monitor FOC department performance and ensure coordinators adhere to established company policies and procedures.
- Prepare and submit comprehensive daily performance reports to the Head of Department, highlighting team and individual metrics.
- Track and identify delays in ticket updates by coordinators to maintain accurate, real-time records of field operations.
- Collaborate with team coordinators to evaluate on-site engineer performance and provide actionable feedback for improvement.
- Investigate escalated operational cases to determine root causes and propose effective preventive solutions.
- Design, prepare, and conduct regular training sessions to address performance gaps and update the team on new technologies and procedures.
- Recommend continuous 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 information technology systems.
- Strong analytical skills with a proven ability to interpret 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 tasks, and maintain strict compliance orientation.
- Demonstrated experience in team collaboration and conducting training and development programs.
- Competitive salary package commensurate with industry standards.
- Opportunities for professional growth and career advancement within a leading ICT firm.
- Comprehensive health insurance and other attractive employee welfare benefits.
- A collaborative, dynamic, and innovative work environment.