RevoHealth (RVH) is a Nigerian Health Maintenance Organisation (HMO) established as a transformative health financing initiative committed to redefining access to healthcare across Africa. We are on a mission to drastically reduce out-of-pocket healthcare payments, eliminate financial barriers, and deploy technology to overcome physical access challenges, ma...
Read more about this company
The Head of Client Services is responsible for designing, implementing, and managing client service strategies to ensure exceptional customer experience across all touchpoints. The role oversees call center operations, client engagement, service delivery standards, and continuous improvement initiatives
Design and implement strategies to enhance customer satisfaction and experience across all service channels.
Drive continuous improvement in Net Promoter Score (NPS) performance trends
Manage end-to-end Call Center activities across inbound, outbound, and digital channels.
Develop and enforce SLAs covering response times, resolution times, and call quality while tracking KPIs such as Average Handling Time (AHT), First Call Resolution (FCR), and Call Abandonment Rate.
Establish and manage an effective complaint resolution framework.
Handle escalations and resolve complex client issues promptlyDevelop and enforce SOPs for client service and call center operations
Standardize procedures across teams to ensure consistency in service delivery
Provide reports and insights on client service performance
Lead, mentor, and manage the client services and call center teams.
Set performance goals and conduct regular appraisals.
Ensure seamless service delivery across enrollee touchpoints
Education
Bachelor’s degree and MBA in Business Administration or related field
Certified Customer Experience Professional (CCXP) or a related certification
Experience
7+ years experience in Client Service management with proven experience in Call Center operations
MyJobMag Career Kickstart Scholarship 2026: Training Report & HighlightsFollowing the resounding success of the pilot programme, the MyJobMag Career Kickstart Scholarship 2025, the second edition was launched in 2026 to expand impact and deepen outcomes. Here's everything you need to know about how the training went.
AI's Impact on Jobs and Organisations (Nigeria report)This report examines the extent to which AI is affecting jobs and organisations in Nigeria. It brings together perspectives from HR professionals and managers across different industries.
30 Contract Staffing Risks That Could Get Your Company SuedThis piece outlines 30 contract staffing risks that have real legal consequences under Nigerian law. If you are a business owner, HR professional, or staffing agency operator, you will find this highly valuable.
10 Steps to Building an Effective Talent PipelineLearn how to keep a list of good candidates ready in advance, before a role becomes vacant. Discover step by step the process of building a talent pipeline that works.
Gmail
Yahoomail