Job Description

The Call center team leader is responsible for overseeing the performance of the call center representatives. He/she is to provide leadership, coaching and support to their team members. He/she will also handle and resolve clients’ queries and complaints raised on our Laboratory systems, email, or phones and to ensures customer satisfaction.

The HOD will resolve operational issues such as lack of communication to ensure mutual understanding and implementation of changes for improvement of service delivery to internal and external clients.

Challenging Demands of the Job

The typical demands of this job, that are outside of the direct control of the post holder, are the following:

• Ability to deal with angry or dissatisfied clients
• Ability to work under pressure-Serving multiple clients / and remain focused on the task at hand
• Ability to maintain confidentiality and behave in an ethical manner
• Ability to handle cases where solutions might not be immediate

Decisions and Judgments

The post holder works within a highly regulated environment which is characterised by clear work instructions and standard operating procedures.

Qualifications

• Bachelor of Science Degree
• Experience working in a healthcare industry
• Has at least 2-3 years Customer Experience
• Minimum 1-2 years supervisory experience or demonstrated leadership abilities
• Deep knowledge about relevant Sales and Customer Relation processes, tools and working methods
• Preferably skilled in communication, problem solving, organizational and team dynamics
• A master’s degree in business administration would be a plus

Summary of Key Responsibilities

• Supervise day-to-day operation of team according to policy/procedure, ensure high quality customer service and compliance obligations
• Uses call center software to monitor function of phone, email, text, and chat capability
• Empower and coach His/Her team through knowledge, confidence, trust, and motivation so they are always ready to support customers in the best way possible
• Build a committed team with a strong culture based on customer focus, high performance, and pride in their work
• Be active in the recruitment process of new co-workers
• Liaise with staff to respond to client queries.
• Foster healthy relationships with key clients.
• Compiling internal and external customers’ complaints and compliments/ doctors’ and customers survey reports for the organizations’ corrective action and for audit purposes.
• May be required to supervise and train admin interns, new employees/students and provide them with guidance and administrative support.
• Gather and proactively share Best Practices to help improve performance of each of their team members and overall call center call quality
• Identify and escalate priority issues to the relevant cross-departments

Ability and/or Skills

• Excellent written and verbal communication skills
• Active listening
• Client-focus
• Added advantage if experienced with CRM software and KPI’s
• Prioritization and on-time execution of tasks
• Troubleshooting and Keyboarding skills
• Problem-solving and solution orientation
• Strong interpersonal skills (people, social, emotional intelligence)
• Proactivity-thinking outside the box
• Team player who can self-motivate
• Performs well under pressure; thrives in fast-paced environment
• Growth mindset

How to Apply:

Apply by sending your updated cv and copies of academic documents to  [email protected]

Applications should reach us by 5.00pm on the closing date indicated on top of the advert.

Applications Time

2023-01-31 – 2023-02-07