Call Center Supervisor at LEAD Enterprise Support Company Limited

Location: Ikeja, Lagos

Role Purpose

• Training and preparing call centre representatives to respond to customer questions and complaints and troubleshoot problems with services or products. Ensuring agents understand and comply with all call centre objectives, performance standards, and policies.

Responsibilities

• Ensure clients (corporate customers, retails customers, distribution partners and providers) have a seamless encounter with using our service.
• Obtain client information by supervising telephone calls; interviewing clients; verifying information.
• Respond to all Enrolee and Provider inquiries and handle any complaints.
• Provide information about company products and services.
• Receive and handle customer complaints.
• Seek resolution of customer queries.
• Take telephone calls on behalf of LAP HMO in order to fulfil customer requirements.
• Have the most up to date information on all plans of LAP HMO and be able to help customers in a quick and friendly fashion.
• Maintain communication equipment by reporting any faults promptly.
• Maintain and improve quality results by adhering to standards and guidelines.
• Develop tactics to deepen relationships with clients through regular interactions.

Minimum Qualifications

• This role requires a first Degree or its equivalent Diploma qualification BA/BSc/HND.
• A nurse or related field would be an added advantage.
• Requires between 3 - 5 years relevant work experience with advanced / extensive knowledge and mastery of relevant theories, principles and complex techniques gained through broad experience or special development.

Technical Competencies:

• Possesses current knowledge of the profession.
• Knowledge of the business
• Good customer service management
• Good Phone Skills.
• Good Analytical skills.
• Commitment to Task.

Behavioural Competencies:

• Ability to work under pressure and multi task effectively.
• Good Verbal communication & interpersonal Skills.
• Attention to Detail.
• Persuasive

Salary
N100,000 - N150,000 Monthly.