Job Vacancy At Nationwide Medical Insurance

Nationwide Medical Insurance

Nationwide Medical Insurance has a new job opening. The hands of a Call Center Supervisor is needed at the department of Client Service Management. The titleholder reports to the Legal and Client Service Manager and directly supervises all Call Center Associates.

Overview:

The call center supervisor plays a vital role in ensuring the smooth operation of a call center. The supervisor will be responsible for overseeing the daily operations of the call center, ensuring excellent customer service, and leading a team of customer service representatives to meet and exceed performance targets. The call center supervisor must have strong leadership skills, excellent communication abilities, and a passion for providing exceptional customer service.

Job Responsibilities:

Team Management

  • Onboarding and training of new call center associate.
  • Motivating and coaching associate to provide excellent customer service.
  • Overseeing daily operations to ensure efficiency, effectiveness and adherence to company policies and procedures.
  • Addressing associates concerns and providing guidance.
  • Provide feedback to associate on gaps in best practices.

Performance Driven

  • Setting and monitoring performance goals for individual call center associates and the entire team.
  • Ensure a lean communication with other department to address customer issues, improve processes, and enhance the overall customer experience.
  • Generate reports on call center performance metrics, analyze trends, and identify areas for improvement.
  • Develop and implement strategies to improve call center performance, including call handling metrics, customer satisfaction scores, and first call resolution rates.
  • Reporting on team performance to your line manager.

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Candidate Qualification:

  • Have First degree and above in related job role.
  • Excellent communication skills, both written and verbal, with the ability to interact effectively with customers and team members.
  • Passion for customer service, quality focus and problem solving
  • Fluent in English and another local Ghanaian language is an added advantage.
  • Ability to work on shift basis, (weekends and Holidays) as necessary.
  • Very organized and in-depth administrative skills.
  • A customer-centric mindset and a commitment to delivering high-quality service.
  • Ability to multi task in a fast-paced environment.
  • Solid understanding of call center metrics and KPIs, with the ability to analyze data and drive performance improvements.
  • Exceptional problem-solving skills and the ability to handle challenging situations calmly and professionally.
  • Strong leadership abilities, with the capacity to motivate and inspire a team to achieve goals and objectives.
  • Strong team player and professional.
  • Strong interpersonal and human relations.
  • Should be able to review data and share constructive feedback.
  • Intermediate in Microsoft office suite (especially Word, Excel, PowerPoint)
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Instructions To Apply For A Job At Nationwide Medical Insurance

Kindly send a cover letter and your CV to: Careers@nationwidemh.com

Closing Date: 3rd May, 2024

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