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...
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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
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