Description
Department: Operations
Division: EHA Clinics
Reports to: Shift Supervisor, Command Center
Summary of Job
The Command Center Operator (CCO) reports to the Command Center Manager of EHA Clinics. As CCO, you will be the first point of contact for all incoming calls into the dispatch center at our clinics.
The position will be responsible for responding to all calls, chats, and emails during your shift and determining any additional action required routing to the proper department internally.
Essential Duties and Responsibilities
To perform this role successfully, the CCO will perform the following responsibilities, which will include but are not limited to:
Core Tasks
Ensure calls are picked and average talk time maintained
Ensure the confidentiality of the information collected
Ensure customer data is captured on Odoo
Alert supervisor to any special concerns of members/users
Book appointments and raise tickets on Odoo as required
Must always practice proper handshake with incoming operators before logging off after shift
Ensure collects caller record and family member contact information
Provide technical support to clinics staff of different departments and projects via phone calls
Responds to telephone calls, email, and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution.
Relies on instructions and pre-established guidelines to perform the functions of the job.
Other duties as required to ensure customer satisfaction.
Requirements
2-3 years' experience of relevant customer service experience
BSc / HND in relevant course from a reputable institution
Has knowledge of commonly-used concepts, practices, and procedures within a help desk setup
Relies on instructions and pre-established guidelines to perform the functions of the job
Good listening and communications skills
Works under immediate supervision
Speak and write English clearly and effectively
Strong problem-solving skills
Ability to handle stressful situations
Embrace and utilize the Customer Service Excellence tools and techniques
Professional at all times
Ability to accept and embrace change
Work Experience:
S/he will be required to have had related and progressive experience in a healthcare organization.
Competencies:
Skills: Must display abilities needed to execute job duties, such as computer proficiency, interpersonal skills, accounting skills, etc.
Knowledge: Must have a strong knowledge of customer service
Behavior: Applicants must exhibit initiative, collegiality, resourcefulness, or professionalism.
Quality/Compliance: Achieving a standard of excellence with our work processes and outcomes,
User focus: Striving for high user satisfaction, going out of our way to be helpful and pleasant, making it as easy as possible on the users.
Communication: Balancing listening and talking, speaking and writing clearly and accurately, influencing others, keeping others informed
Collegiality: Being helpful, respectful, approachable, and team-oriented, building strong working relationships and a positive work environment
Initiative: Taking ownership of our work, doing what is needed without being asked, following through
Efficiency: Planning ahead, managing time well, being on time, being cost conscious, thinking of better ways to do things
Coachability: Being receptive to feedback, willing to learn, embracing continuous improvement - People management (for those with direct reports): Setting clear expectations, reviewing progress, providing feedback and guidance, holding people accountable.
Salary
Competitive salary scale based on improvements from the CONMESS and CONHESS salary structures as well as surveys from top private hospitals in Nigeria.
The salary is negotiable but performance-based.
Base salary constitutes 70%, while 30% is a bonus based on predefined individual performance indicators and monthly organizational performance.
Other Benefits
The following benefits are available with this offer of employment:
Health Insurance: EHA Clinics will cover medical expenses for yourself, your spouse, and up to two dependents. Further details are contained in the Nigeria Addendum to the EHA Clinics Employee Handbook.
Group Life Assurance: EHA Clinics provides life insurance for you as our employee. This insurance is payable in the event of your death. The effective date of coverage will be upon the successful completion of your probationary period.
Group & Personal Accident: EHA Clinics provides Accidental Death and Dismemberment Insurance (ADD) for you as our employee. AD&D covers death by accidental means (rather than natural causes) and dismemberment. The effective date of coverage is your hire date.
Pension: EHA Clinics supports employee retirement preparation and investment by paying a 10% pension contribution on top of the statutory pension contribution of 8% that is already factored into your salary.
Annual Leave: You are entitled to 21 days paid annual leave accrued at 1.75 days/month. Employees may begin scheduling leave with their direct supervisor upon the successful completion of their probationary period.
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Division: EHA Clinics
Reports to: Team Lead, Command Center
Department: Operations
Summary of Job
The Shift Supervisor is responsible for overseeing daily Command Center operations and Command Center Operator’s performance during their particular shift.
Essential Duties and Responsibilities
To perform this role successfully, the SS will perform the following responsibilities, which will include but are not limited to:
Core Tasks
Manages command center operators and performs management duties when the Team Lead is absent or out of office
Oversee the operation for the assigned shift and report to the lead supervisor
Monitor the collection of call record and family member contact information and ensure control and confidentiality of the information by agents
Coordinate data entry functions to maintain sensitive personal victim/family Information
Provide shift reports to lead supervisors and other stakeholders
Alert lead supervisor to any special concerns of members/users
Ensure booking of appointments and raising of tickets on Odoo as required
Function as a phone operator as needed during the shift and coordinate shift transition (help Desk, front desk, and the command center)
Conduct necessary follow-up on incoming call inquiries and ensure tickets are resolved
Other duties as required to ensure customer satisfaction
Requirements
2-3 years of work experience in a customer service environment
BSc / HND in relevant course from a reputable institution
In-depth knowledge of performance metrics
Good computer skills
Excellent communication and leadership skills
Organizational and time-management skills
Decision-making skills
Work Experience:
S/he will be required to have had related and progressive experience in a healthcare organization and customer service environment.
Competencies:
Team Leadership Experience
Product Knowledge and Industry Experience
Leadership Skills
Strong Oral and Written Communication Skills
Motivational Skills
Results-Oriented
Employee Training Experience
Interviewing Skills
Strong Relationship Building, Customer Service Skill.
Salary
Competitive salary scale based on improvements from the CONMESS and CONHESS salary structures as well as surveys from top private hospitals in Nigeria.
The salary is negotiable but performance-based.
Base salary constitutes 70%, while 30% is a bonus based on predefined individual performance indicators and monthly organizational performance.
Other Benefits
The following benefits are available with this offer of employment:
Health Insurance: EHA Clinics will cover medical expenses for yourself, your spouse, and up to two dependents. Further details are contained in the Nigeria Addendum to the EHA Clinics Employee Handbook.
Group Life Assurance: EHA Clinics provides life insurance for you as our employee. This insurance is payable in the event of your death. The effective date of coverage will be upon the successful completion of your probationary period.
Group & Personal Accident: EHA Clinics provides Accidental Death and Dismemberment Insurance (ADD) for you as our employee. AD&D covers death by accidental means (rather than natural causes) and dismemberment. The effective date of coverage is your hire date.
Pension: EHA Clinics supports employee retirement preparation and investment by paying a 10% pension contribution on top of the statutory pension contribution of 8% that is already factored into your salary.
Annual Leave: You are entitled to 21 days paid annual leave accrued at 1.75 days/month. Employees may begin scheduling leave with their direct supervisor upon the successful completion of their probationary period.
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