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Job Description
This role will manage operational systems and processes that support an expanding omnichannel support and customer success function across multiple geographical markets. This role will report to the SVP of Customer Success.
Responsibilities
- 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
Qualification
- 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
Location: Lagos, Nigeria.
For More Information: OPERATIONS LEAD CUSTOMER SUCCESS
