Field Team Manager

7 months ago

Midrand, South Africa ikeja Full time

Hey We’re ikeja, with a lowercase “i”, always. We’re a home-grown tech company that builds tools and services which enable affordable internet access to Ekasi (Ekasi is a township slang meaning 'my community’).

ikeja exists to remove the financial barrier to true unlimited internet access for those in the townships of South Africa, while providing the absolute best customer service and experience possible.

Ikeja has a culture of innovation, urgency, frugality and perfection and is lead by founders who are relentless in creating a company that dominates the segment and controls the township connectivity ecosystem. We’re looking for people who are inspired by this mission and can help us achieve it.

**What will you be doing?**

This role is responsible for managing Field Teams Controllers, in a specific area. This role will encompass (including but not limited to) the following tasks:
**Team Leadership and Performance Management**:

- Lead, mentor, and manage a team of Field Team Controllers to achieve operational excellence.
- Set clear performance expectations, provide regular feedback, and monitor progress towards targets.
- Foster a positive team culture that encourages collaboration, innovation, and continuous improvement
- Oversee the efficient allocation and execution of tasks within the field team (installs, uninstalls and maintenance)
- Prioritize tasks based on urgency and optimize task completion times without compromising quality standards.
- **Quality Assurance and Adherence to Standards**:

- Conduct regular quality checks to ensure workmanship meets the established standards.
- Enforce Standard Operating Procedures (SOPs) and provide feedback to team members for continuous improvement.
- **Team Leadership and Development**:

- Offer coaching, training, and performance evaluations to enhance the skills and capabilities of the Field Team Controllers.
- Monitor team development progress and track improvements in performance.
- Foster a learning environment that promotes professional growth and development.
- **Task Allocation and Resource Management**:

- Efficiently allocate tasks to Field Team Controllers based on their availability and workload.
- Ensure balanced task distribution and optimal resource utilization within the team.
- Coordinate with other departments to manage resource allocation effectively.
- **Process Improvement Initiatives**:

- Identify opportunities for process enhancements to increase efficiency and effectiveness.
- Analyze workflows, gather feedback from team members, and implement improvements.
- **Technical Expertise and Problem-Solving**:

- Provide technical guidance and solutions to Field Team Controllers for complex technical issues.
- Assist in troubleshooting and resolving complex technical problems.
- **Reporting and Analytics**:

- Compile and analyze relevant data to generate insightful reports on team performance.
- Provide monthly accurate and informative reports that highlight trends and areas for improvement.
- Use data to identify areas of concern and areas of excellence within the team.
- **Customer Feedback Utilization**:

- Analyze customer feedback data to identify trends and areas for improvement.
- Collaborate with other key individuals/departments to implement enhancements based on customer insights.
- **Field Team Training and Development**:

- Conduct regular training sessions for Field Team members to enhance their skills and performance.
- Assess individual performance and identify training needs to ensure continuous development.
- **Equipment and Inventory Management**:

- Ensure proper management of equipment and inventory used by Field Teams.
- Implement and maintain an inventory tracking system for tools and equipment.
- Monitor tool inventory levels, equipment maintenance, and efficient allocation.
- Generate monthly tool inventory reports and equipment maintenance logs.
- **Vehicle and incident Management**:

- Vehicle inspections
- Vehicle tracker reports and observation as determined monthly.
- Contractor negotiations and daily management/planning of vehicles.
- Monitor tool inventory levels, equipment maintenance, and efficient allocation.
- Generate monthly tool inventory reports and equipment maintenance logs.

**Change Management and Improvement**:

- Assist in the rollout of updates and changes in the business or product, collaborating with relevant departments to ensure smooth implementation.
- Actively contribute to process improvement initiatives, identifying opportunities to enhance operational efficiency and service quality.
- Play a key role in the implementation of updates and changes in the business or product, working collaboratively with cross-functional teams to ensure successful rollouts and integration

**Collaboration with HR**:

- Work closely with the HR department for matters that require joint efforts between operations and HR, such as recruitment, employee development, performance management, misc

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