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Team Tagline
About the role
Cobranet Limited is a Nigerian Internet Service Provider incorporated in 2003, delivering reliable internet solutions to the Nigerian market. The Field Performance Monitoring Officer oversees the performance of the Field department, ensuring coordinators adhere to procedures and policies, preparing daily performance reports, identifying ticket update delays, and monitoring on-site engineer performance. The role also investigates escalated cases and drives continuous improvement through training and process recommendations.
Required Skills
Preferred Skills
Similar Skills not Listed
Responsibilities
- Continuously monitor the performance of the FOC department.
- Ensure coordinators follow departmental procedures and policies.
- Identify and report any deviations from established standards.
- Prepare and submit daily performance reports for the head of the department.
- Include detailed analysis of team performance and individual engineer performance.
- Track and catch delays in updating tickets by coordinators.
- Ensure timely and accurate ticket updates to reflect the current status of field operations.
- Collaborate with coordinators to identify engineers who are not performing well on-site.
- Provide feedback and recommendations for performance improvement.
- Investigate escalated cases thoroughly to determine the root cause of issues.
- Document findings and propose solutions to prevent future occurrences.
- Prepare regular training sessions for the FOC team.
- Identify weaknesses in team performance and develop training programs to address them.
- Ensure the team is up-to-date with the latest procedures, policies, and technologies.
- Ensure compliance with all FOC policies and procedures.
- Recommend process improvements to enhance the efficiency and effectiveness of field operations.
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