FIELD PERFORMANCE MONITORING OFFICER – FEMALE PREFERRED
Sigma Consulting Group
Remote
Department: Field Operations
Industry Experience: Mandatory ISP / Telecommunications Experience
Location: Lekki, Lagos, Nigeria
Industry: Telecommunications / Internet Service Provider (ISP)
Employment Type: Full-Time
Reports To: Head of Field Department
Salary: ₦250,000 Net Monthly
Experience Required: 2–4 Years
Job Summary
The Field Performance Monitoring Officer is responsible for monitoring and evaluating the performance of the Field Operations/FOC team to ensure adherence to established operational procedures, service standards, and performance targets.
The role involves monitoring coordinator activities, tracking ticket updates, assessing field engineer performance, preparing daily performance reports, investigating escalated cases, and identifying operational gaps that may affect service delivery.
The successful candidate will also support continuous improvement through regular performance reviews, team training, process recommendations, and performance interventions aimed at improving operational efficiency and customer service delivery.
Key Duties & Responsibilities
1. Field Performance Monitoring
- Monitor the day-to-day performance of the Field Operations/FOC team.
- Track team and individual performance against established KPIs, service standards, and operational targets.
- Ensure field coordinators comply with approved departmental policies, procedures, and workflows.
- Identify operational deviations, performance gaps, and recurring issues and escalate them appropriately.
- Monitor field activities to ensure jobs are progressing within agreed timelines.
- Prepare and submit accurate daily performance reports to the Head of Field Department.
- Analyse team and individual engineer performance and highlight significant trends or exceptions.
- Track key performance indicators, including ticket turnaround time, response time, resolution time, pending tickets, and field engineer productivity.
- Provide actionable insights and recommendations based on performance data.
- Maintain accurate records of performance monitoring activities and findings.
- Monitor ticket management activities to identify delays or gaps in ticket updates.
- Ensure coordinators update tickets accurately and within required timelines.
- Track outstanding, delayed, and unresolved field tickets and escalate issues where necessary.
- Verify that ticket status accurately reflects the actual progress of field activities.
- Identify recurring ticket management issues and recommend corrective actions.
- Monitor and assess the performance of field engineers across assigned locations and jobs.
- Work with field coordinators to identify engineers experiencing performance or productivity challenges.
- Review service delivery issues, delays, repeat visits, and other performance indicators.
- Provide constructive feedback and recommend appropriate performance improvement measures.
- Escalate persistent performance concerns to the Head of Field Department.
- Investigate escalated field cases and operational incidents to establish the root cause.
- Review relevant tickets, reports, communications, and field activities during investigations.
- Document investigation findings clearly and accurately.
- Recommend corrective and preventive actions to reduce recurring operational issues.
- Follow up on agreed corrective actions to ensure effective resolution.
- Identify knowledge and performance gaps within the Field Operations/FOC team.
- Develop and deliver regular training and refresher sessions for coordinators and relevant field personnel.
- Train team members on operational procedures, ticket management, reporting requirements, and performance standards.
- Ensure team members remain updated on relevant policies, procedures, systems, and technologies.
- Monitor the effectiveness of training and recommend additional interventions where required.
- Ensure compliance with established Field Operations/FOC policies, procedures, and service standards.
- Identify process inefficiencies and recommend practical improvements.
- Support initiatives aimed at improving field productivity, ticket turnaround time, service quality, and operational efficiency.
- Maintain proper documentation of identified gaps, corrective actions, and improvement initiatives.
- Promote a culture of accountability, performance, and continuous improvement within the field team.
- Maintain effective communication with field coordinators, engineers, technical teams, and other relevant departments.
- Provide timely feedback on operational and performance issues.
- Support the Head of Field Department with performance reviews, operational analysis, and other field-related assignments.
- Perform other duties reasonably assigned by management.
- Bachelor's degree in Business Administration, Operations Management, Telecommunications, Information Technology, or a related discipline.
- 2–4 years of relevant professional experience.
- Mandatory experience within an ISP, Telecommunications, or closely related technical field operations environment.
- Proven experience in performance monitoring, operations coordination, quality assurance, or field operations.
- Basic understanding of telecommunications, internet service delivery, and IT operations.
- Strong analytical and reporting skills with the ability to interpret operational performance data.
- Proficiency in Microsoft Excel and other reporting/monitoring tools.
- Strong understanding of ticketing and workflow management processes.
- Excellent communication and interpersonal skills.
- Strong problem-solving and investigative abilities.
- Ability to manage multiple priorities and work effectively under pressure.
- High level of attention to detail, accuracy, and accountability.
- Ability to work collaboratively with technical and non-technical teams.
- Performance Monitoring & Analysis
- Operational Reporting
- Ticket & Workflow Management
- Telecommunications / ISP Operations
- Problem Solving & Root-Cause Analysis
- Attention to Detail
- Data Analysis & Reporting
- Communication & Interpersonal Skills
- Compliance & Process Management
- Training & Team Development
- Time Management
- Stakeholder Management
- Accountability
- Continuous Improvement
Interested and qualified candidates should send their updated CV to:
Email: [email protected]
Subject: Field Performance Monitoring Officer – Lekki
Only shortlisted candidates will be contacted.