Director - Reliance Care Center at Reliance HMO

Ref: SIIYGW1KV1
Location: Nigeria
Job Engagement: Full Time
Job Type: Contract

The Position

• This role will lead an omnichannel support function across multiple emerging markets for providers, corporate clients, enrolled employees, and retail customers.  
• This role will report to the SVP of Customer Success.

Responsibilities
You will be Responsible For:

• Developing and implementing a strategy, plan, and KPIs to delight stakeholders with every interaction at scale
• Selecting, developing, and managing the performance of employees
• Working cross-functionally to deliver knowledge management tools, training, quality management, and automation
• Optimizing the omnichannel experience across voice, chat, chatbot, and email channels
• Providing and implementing data-driven recommendations for continuous improvement on a weekly, monthly, and quarterly basis
• Launching support teams in new emerging markets across multiple time zones, cultures, and languages

Ideal Profile
Skills Required:

• 8 years of call center management experience
• Healthcare or Insurance experience
• Experience managing call centers across multiple geographical markets
• Experience implementing scalable solutions that drive customer satisfaction 

What's on Offer?

• Leadership Role
• Fantastic work culture
• A role that offers a breadth of learning opportunities.