Voice Channel Lead; Reliance Care Centre at Reliance HMO

The Position

We are looking for a dynamic and ambitious self-starter to lead the voice channel team of Reliance Care Officers and ensure excellent customer service and client retention via inbound and outbound phone calls.

Key Responsibilities

• Coach and develop channel members; help correct inappropriate behaviour and below-par performance.
• Ensure team members have the necessary education and training to effectively participate in the team.
• Periodically align with team members to ensure adherence to customer service best practice, and adjustment of team’s processes, where necessary.
• Devise strategies to improve the quality of customer service processes.
• Promptly and appropriately resolve all issues escalated by channel members and liaise with appropriate stakeholders as necessary.

Must Haves

• HND / B.Sc degree
• Minimum of 3 years experience in a customer care role preferably with phone call channels
• Basic proficiency in the use of Microsoft Office tools.
• Strong written and spoken communication skills.
• Strong analytical thinking skills.
• Previous experience managing a customer care team including experience with scheduling rosters, managing customer experience, agent training and quality assurance
• Working knowledge of customer service principles and etiquette.