FOC Supervisor (Field Operations Centre)

About the role

A leading telecommunications and ISP company, represented by Sigma Consulting Group, is looking for a proactive FOC Supervisor to oversee the daily operations of its Field Operations Centre in Lekki, Lagos. The supervisor leads FOC Coordinators and Field Engineers, ensures tickets are handled within SLAs, maintains service levels and supports the FOC Manager. The position is full-time, reports to the FOC Manager and pays a net monthly salary of N300,000 - N400,000.

Key responsibilities

• Supervise daily activities of FOC Coordinators and Field Engineers, keeping tickets, escalations and customer requests handled within SLAs and monitored in the ticketing system.
• Monitor engineer deployment and resource utilization, and review and validate reports from Coordinators and Engineers.
• Track unresolved and delayed tickets, escalate critical issues, and generate daily, weekly and monthly performance reports with KPI tracking.
• Provide operational guidance and coordinate field activities such as installations, maintenance, fault resolution and service recovery.
• Act as FOC Coordinator when needed, assigning tickets and monitoring engineer ETAs; act as Acting FOC Manager during the Manager's absence.
• Work with Customer Support, Network Operations, Technical and Service Delivery teams and promote adherence to procedures and quality standards.

Required profile

• Bachelor's degree or HND in Computer Science, IT, Computer or Electrical/Electronic Engineering, Telecommunications or a related field.
• 3-5 years of experience in telecommunications, ISP operations, network support or field service coordination.
• Previous supervisory experience in an FOC, NOC or service delivery environment.
• Professional certifications such as CCNA, MTCNA, ITIL, CompTIA Network+, PMP or project management certification are an added advantage.

Required skills

• Field operations management, ticket and incident management, SLA monitoring and compliance.
• CRM and ticketing systems, technical reporting and documentation.
• Team leadership, coaching, performance management and stakeholder management.

Candidates apply by sending their updated CV to the recruiter's email with "FOC Supervisor - Lekki" in the subject line.