FOC Supervisor at Cobranet Limited

Job Summary

• The FOC Supervisor is responsible for overseeing the daily operational activities of the Field Operation Center to ensure compliance with departmental policies, service timelines, and operational standards.
• The role combines supervisory oversight with operational coordination, serving as both a quality control officer for coordinators and the deputy to the FOC Manager.
• The FOC Supervisor ensures that tickets, escalations, reports, and communications are handled promptly and accurately while also stepping into operational or managerial responsibilities whenever required due to staff absence or operational demand.

Key Responsibilities
Operational Oversight and Supervision:

• Monitor and supervise the daily activities of FOC Coordinators to ensure compliance with departmental policies and service level expectations.
• Ensure all tickets, escalations, and customer-related tasks are attended to promptly and within approved timelines.
• Verify that no ticket, mail, or operational request is left unattended to beyond the expected response window.
• Ensure all operational updates are properly communicated and documented on tickets, reports, and tracking platforms.

Quality Assurance and Reporting:

• Review and vet reports submitted by Coordinators and Field Engineers to ensure accuracy, completeness, and proper documentation standards.
• Ensure all final reports contain the correct technical details, resolution updates, and required supporting information before publication or escalation.
• Monitor unresolved or delayed cases and escalate critical issues to the Manager, FOC, where necessary.
• Track operational performance and identify gaps affecting service delivery efficiency.

Coordination and Support:

• Provide guidance and operational support to Coordinators and Field Engineers during task execution.
• Ensure smooth coordination between FOC and other departments involved in service delivery, recovery, installations, and maintenance operations.
• Assist in enforcing operational discipline, accountability, and adherence to established procedures.

Acting Coordinator Responsibilities:

• Step into the full role of an FOC Coordinator whenever a Coordinator is absent or operational demand requires additional support.
• Handle ticket assignment, ETA management, field engineer coordination, reporting, and task follow-up as required.
• Ensure continuity of operations without service disruption during manpower shortages or shift gaps.

Acting Manager Responsibilities:

• Serve as the acting FOC Manager whenever the Manager is unavailable or delegated.
• Supervise departmental operations and make operational decisions within approved authority limits.
• Escalate critical operational, technical, or personnel-related issues to management when necessary.
• Ensure smooth continuity of departmental leadership and workflow management in the absence of the Manager.

Key Deliverables

• Timely response and resolution of operational tickets and escalations.
• Proper supervision and compliance of Coordinators with operational standards.
• Accurate and professionally vetted reports and documentation.
• Effective escalation management and operational continuity during staff absence.
• Improved service delivery efficiency and reduced unattended operational issues.

Qualifications and Experience

• B.Sc. or HND in Engineering, Computer Science, Information Technology, or related field.
• 3–5 years’ experience in field operations, technical coordination, or ISP service management.
• Experience supervising technical teams and handling customer service escalations.
• Good understanding of CRM systems, ticketing platforms, and operational reporting processes.

Skills and Competencies:

• Strong leadership and supervisory skills.
• Excellent coordination and multitasking ability.
• Strong understanding of ISP field operations and ticket management processes.
• Excellent communication, documentation, and reporting skills.
• Ability to  work under pressure and manage operational priorities effectively.
• Strong problem-solving and decision-making ability.