Job Title: Team Lead Supervisor, Command Center
Locations: Abuja and Kano
Department: Operations
Division: EHA Clinics
Reports to: Assistant Manager, Operations
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:
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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
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
Salary
- Competitive salary scale based on improvements from the CONMESS and CONHESS salary structures as well as surveys from top private hospitals in Nigeria.
- 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.
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Job Features
Job Category | Supervisor |