• Application Deadline:
• Position: Operations Lead, Customer Success


• Job Type Full Time



• Qualification BA/BSc/HND


• Experience 5 years


• Location Lagos


• Job Field Customer Care 
  

Description

• This role will manage operational systems and processes that support an expanding omni-channel support and customer success function across multiple geographical markets.


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

Responsibilities

You will be Responsible For:

• Developing and implementing a strategy, plan, and KPIs for operations and international expansion.


• Developing forecasting models that track the actual performance against model predictions.


• Managing capacity to ensure optimal staffing levels for each channel and market


• Managing external vendors and internal partners that provide systems to support and optimize customer success functions.


• Identifying and working cross-functionally to automate processes.


• Removing obstacles to delivering consistently high levels of service.


• Managing projects to launch services in new emerging markets.


• Managing RFP’s to select new vendors required for new emerging markets

Requirements

• 5 years of experience with operational management of call centers, ideally within the Healthcare industry.


• Experience configuring and managing call center management systems.


• Experience with interaction forecasting, capacity, and workforce management.


• Strong analytical and data management and reporting skills.


• Experience with operations across multiple geographical markets.

Benefits

• Attractive Salary & benefits.


• Work alongside & learn from best-in-class talent


• Join a market leader within the Insurance space


• Unlimited leave days


• Free office lunch


• Fantastic work culture


• Work and learn from some of the best in the industry


• Great work-life balance