Operations Lead, Customer Success at Reliance Health

Full Time
Lagos
Posted 2 years ago
Applications have closed
Reliance Health profile

Reliance Health

Operations Lead, Customer Success at Reliance Health. Please ensure you read the job requirements before applying for this position.

Reliance Health uses Technology to Make Healthcare Accessible and Affordable. Through an integrated approach that includes affordable health insurance, telemedicine, and a combination of partner and proprietary healthcare facilities, Reliance Health offers innovative healthcare solutions that meet the needs of emerging markets.

We are recruiting to fill the position below:

Job Title: Operations Lead, Customer Success

Location: Lagos
Employment Type: Full-time
Department: Customer Success

Description

This role will manage operational systems and processes that support an expanding omni-channel support and customer success function across multiple geographical markets.
This role will report to the SVP of Customer Success.

Responsibilities
You will be Responsible For:

Developing and implementing a strategy, plan, and KPIs for operations and international expansion.
Developing forecasting models that track the actual performance against model predictions.
Managing capacity to ensure optimal staffing levels for each channel and market
Managing external vendors and internal partners that provide systems to support and optimize customer success functions.
Identifying and working cross-functionally to automate processes.
Removing obstacles to delivering consistently high levels of service.
Managing projects to launch services in new emerging markets.
Managing RFP’s to select new vendors required for new emerging markets

Requirements

5 years of experience with operational management of call centers, ideally within the Healthcare industry.
Experience configuring and managing call center management systems.
Experience with interaction forecasting, capacity, and workforce management.
Strong analytical and data management and reporting skills.
Experience with operations across multiple geographical markets.

Benefits