job details

Voice Channel Lead

  •  Posted:  Fri. 1 Oct, 2021
  •  Expires:  31, Oct 2021
Job Type
Customer service/Call center

Job Summary

This role is responsible for leading the voice channel team of Reliance Care Officers to ensure excellent customer service experience and client retention via inbound and outbound phone calls.

Job Description

  • Coach and develop channel members; help correct inappropriate behaviour and below-par performance.
  • Ensure team members have the necessary education and training to effectively participate in the team.
  • Manage the shift schedule for accurate work appropriation.       
  • Periodically align with team members to ensure adherence to customer service best practice, and adjustment of team’s processes, where necessary.
  • Devise strategies to improve quality of customer service processes.
  • Communicate courteously with clients (Individuals and SMEs) via related channel.
  • Promptly and appropriately resolve all issues escalated by channel members.
  • Monitor escalated issues by liaising with appropriate team leads and managers.
  • Ensure there is flow of communication between the channel and other teams receiving escalations.

Job Experience

  • B.Sc/HND degree
  • Minimum of 3 years experience in a customer care role preferably with phone call channels
  • Basic proficiency in the use of Microsoft Office tools
  • Working knowledge of customer service principles and etiquette.
  • Previous experience managing a customer care team including experience with scheduling rosters, managing customer experience, agent training and quality assurance
  • Basic knowledge of how health insurance works and our product offerings is an added advantage but not required
  • Intermediate knowledge of the tools used in the channel (FreePBX, Bria, etc).


1. Please complete this assessment after your application ( Kindly take the assessment at a convenient time not more than 2 days after your application and ensure you use the same email as in the application form. 

company details

Reliance Health

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.

32, Lanre Awolokun Street, Gbagada Phase II, Lagos

[email protected]

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