GE Nigeria Job Vacancy: Call Center Team Leader

Position: Call Center Team Leader
Job Number: 1167447 
Function: Services - Call Center Services 
Business: GE Technology Infrastructure - Healthcare 
Career Level: Experienced 
Location: IIkoyi - Lagos, Nigeria

About Us:
About us – What do you envision for your future? At GE Healthcare, our vision involves looking at Healthcare in a completely new way. Focusing on earlier, pre-symptomatic disease detection and prevention, instead of late diagnosis. Helping clinicians access more information and intervene sooner with targeted treatments so their patients can leave longer, fuller lives.We believe we can help make that happen – and we’d like you to be a part of our mission. As a global leader, GE can bring together the best in science, technology, business and human resources to redefine the frontiers of healthcare.Something remarkable happens when you bring together people who are driven to make a difference – they do.---Your Life. Your career. Your purpose. Re-imagined

Role Summary/Purpose:
Provide Operational Leadership for a given Region in the Service Centre

Essential Responsibilities:
Ensure RFS are handled within the objectives set by the Service Delivery Manager and in accordance with the Call Handling Process.Leadership of a specific LCT team for the day to day businessDevelop a shift plan that provides the headcount coverage required within the specified working hours, allowing for annual vacation and bank holidayUse CMS tool to distribute incoming workload SC set upEscalate to SC Manager in case performance targets can not be met by the teamManage the team to ensure adherence to the agreed scheduleEnsure a full understanding of the disciplinary processesDevelop a close working relationship with the relevant regional Service Leaders to ensure consistent Service Delivery and resolve customer issuesSupport the Region in Service Delivery and Service Productivity improvement.Support Service Centre Initiatives, to increase customer satisfaction

Lead escalation to TS (Mod/LCT) when Field Engineers are not available Ensure preventative maintenance scheduling is carried out spreading the workload appropriately amongst the engineers optimizing site ownerships (where applicable).Ensure the alerts are kept to a minimum, with an accurate status of each job recorded in MUST (where applicable)
Ensure MUST is updated with Engineer holiday, Sickness and training (where applicable)
Be a member of the Service Center Management TeamDevelop Team Members.

Qualifications/Requirements:
Full understanding and knowledge of Avaya, MUST and parts ordering SystemComputer Skills to include Word, Excel and Power pointPresentation skillsAbility to work independentlyEffective communication skills in local languageAble to drive Change

Desired Characteristics:
1.   Strong Interpersonal Skill

Fluent in English Language
Generates a strong team spirit

For more information and application: GE Nigeria Job Vacancy: Call Center Team Leader