• Application Deadline:
• Position: Director - Reliance Care Center


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 8 years


• Location Not specified


• Job Field Administration / Secretarial 
  

Ref: SIIYGW1KV1

Location: Nigeria

Job Engagement: Full Time

Job Type: Contract

The Position

• This role will lead an omnichannel support function across multiple emerging markets for providers, corporate clients, enrolled employees, and retail customers.  


• This role will report to the SVP of Customer Success.

Responsibilities

You will be Responsible For:

• Developing and implementing a strategy, plan, and KPIs to delight stakeholders with every interaction at scale


• Selecting, developing, and managing the performance of employees


• Working cross-functionally to deliver knowledge management tools, training, quality management, and automation


• Optimizing the omnichannel experience across voice, chat, chatbot, and email channels


• Providing and implementing data-driven recommendations for continuous improvement on a weekly, monthly, and quarterly basis


• Launching support teams in new emerging markets across multiple time zones, cultures, and languages

Ideal Profile

Skills Required:

• 8 years of call center management experience


• Healthcare or Insurance experience


• Experience managing call centers across multiple geographical markets


• Experience implementing scalable solutions that drive customer satisfaction 

What's on Offer?

• Leadership Role


• Fantastic work culture


• A role that offers a breadth of learning opportunities.