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)
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
