Voice Channel Lead, Reliance Care Centre at Reliance Health

Reliance Health (www.reliancehmo.com) is a healthcare company using technology to make healthcare more affordable and accessible. Through an integrated approach that includes affordable health insurance, telemedicine and a combination of partner and proprietary healthcare facilities, Reliance Health offers innovative healthcare solutions that meet the needs of emerging markets.

We are also backed by some of the world’s most prominent investors including Partech, Y Combinator and Tencent.

We are recruiting to fill the position below:

Job Title: Voice Channel Lead, Reliance Care Centre

Location: Gbagada, Lagos
Employment Type: Full-time

The Position

• We are looking for a dynamic and ambitious self-starter to lead the voice channel team of Reliance Care Officers and ensure excellent customer service and client retention via inbound and outbound phone calls.

Key Responsibilities

• Coach and develop channel members; help correct inappropriate behaviour and below-par performance.
• Ensure team members have the necessary education and training to effectively participate in the team.
• Periodically align with team members to ensure adherence to customer service best practice, and adjustment of team’s processes, where necessary.
• Devise strategies to improve the quality of customer service processes.
• Promptly and appropriately resolve all issues escalated by channel members and liaise with appropriate stakeholders as necessary.

Requirements

• HND / B.Sc degree
• Minimum of 3 years experience in a customer care role preferably with phone call channels
• Basic proficiency in the use of Microsoft Office tools.
• Strong written and spoken communication skills.
• Strong analytical thinking skills.
• Previous experience managing a customer care team including experience with scheduling rosters, managing customer experience, agent training and quality assurance
• Working knowledge of customer service principles and etiquette.

Application Closing Date
14th February, 2021.