EHA Clinics Team Lead Supervisor, Command Center Jobs in Nigeria
EHA Clinics Team Lead Supervisor, Command Center Jobs in Nigeria
Summary of Job The Team Lead Supervisor manages the command center operators including the shift supervisors. S/he communicates company goals, safety practices, and deadlines to the team. Motivates team members and assesses performance.
Provides help to management, including hiring and training, and keeps management updated on team performance. Communicates concerns and policies among management and team members.
Essential Duties and Responsibilities
To perform this role successfully, the TLS will perform the following responsibilities, which will include but are not limited to:
Core Tasks
Supports shift supervisor and performs management duties when the manager is absent or out of office
Establish procedures and be responsible for managing sensitive victim and family member information
Responding to incoming calls to the Command Center (EHA Clinics and COVID-19 test queues)
Coordinating technical support with the IT team in restoring services and updating PBX configuration based on changes done to the team structure and support plan.
Ensure appropriate information is made available to the agents
Ensure follow-up is conducted on every open ticket as required and TAT is kept at a minimum
Ensure pertinent information on EHA Clinics operation is updated and disseminated to command center operators as well as other supporting agents (front desk and eHA help desk agents) in a timely manner.
Review call records and generates reports of command center activities to determine staffing requirements, assess training needs, identify technical problems with equipment, and to make appropriate adjustments in the operations.
Coordinate closely with nurses and doctors on call, Clinic staff/members to ensure proper coordination when responding to emergency situations.
Ensure all command center applications and systems are running at all times.
Manages inventories and stock, including keeping detailed records of inventory use and sales, and advising management on orders where necessary
Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
Assists management with hiring processes and new team member training
Answers team member questions, helps with team member problems,,,, and oversees team member work for quality and guideline compliance
Communicates deadlines
and performance goals to team members
Develops strategies to promote team member adherence to company regulations and performance goals
Conducts team meetings to update members on best practices and continuing expectations
Generates and shares comprehensive and detailed reports about team performance, objectives, and deadlines
Ensures company brand materials and physical working spaces meet and exceed company presentation standards
Provides quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints
Other duties as required to ensure customer satisfaction
Requirements
A degree in Management or training in team leading is a plus
3-5 years of work experience as a team leader or supervisor in a customer service environment
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
How to Apply
For more information and job application details, see; EHA Clinics Team Lead Supervisor, Command Center Jobs in Nigeria
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