Key Responsibilities

•  Plan and Allocate Tickets: Strategically assign daily tasks and projects to field teams, ensuring efficiency and balanced workload distribution.
•  Monitor Field Teams: Track and manage multiple teams to ensure the completion of assigned tickets, addressing any issues that arise.
•  Customer service: Address and resolve customer grievances/queries promptly and professionally.
•  Quality Assurance: Conduct quality checks to ensure compliance with ikeja’s standards and best practices.
•  Performance Management: Oversee the performance of field team technicians, providing feedback and implementing performance improvement plans as needed.
•  Ticket Closure: Ensure all completed tickets are properly closed and documented.
•  Vehicle Management: Oversee vehicle rentals, inspections, and maintenance to ensure operational readiness.
•  Training and Development: Facilitate training sessions for field team technicians to enhance their skills and knowledge.
•  System and Data Management: Keep internal systems and databases updated, ensuring data accuracy and eliminating backlogs.
•  Excel Sheet Maintenance: Maintain and update reports to reflect real-time project statuses and team performance.
•  Time and Attendance Tracking: Ensure accurate record-keeping of employee attendance, work hours, and overtime.
•  Team Morale and Culture: Foster a positive team culture through engagement and team-building activities.
•  Process Optimization: Collaborate with the Customer Engagement Manager and other key stakeholders to streamline processes and enhance teamwork between departments.
•  Tool Management: Oversee the booking in and out of tools, ensuring proper maintenance and availability.
•  PPE and Uniform: Conduct daily inspections of your team members Uniform and Health and Safety compliance.
•  Incident Reporting: Identify and report on various operational incidents.
•  Operational Duties: Execute additional operational tasks as required within the scope of field team management.
•  Regular Reporting: Provide daily and monthly reports on team performance, tool inventory, incidents, overtime, and attendance to management.

Requirements

Qualifications

• A business qualification or any other relevant qualification is advantageous.

Experience

• Experience in telecommunications, operations, or field team management; specifically in installation and maintenance.
• Proven experience leading and managing field teams in a fast-paced environment.
• Strong proven background in operations and project management.
• Previous experience handling customer and employee relations effectively.
• Familiarity with operational systems and data management.
• Proficiency in Microsoft Excel and internal software systems.