Manager, Customer Success - Remote

Overview

Reliance Health’s mission is to make quality healthcare delightful, affordable, and accessible in emerging markets. From Nigeria, Egypt, Senegal and beyond, we offer comprehensive health plans tailored to both employers’ and employees’ needs through an integrated approach that includes telemedicine, affordable health insurance, and a combination of partner and proprietary healthcare facilities. By leveraging advanced technology, we are transforming the healthcare landscape, making it more efficient and accessible for everyone.

In Short

• Manage daily call centre operations and ensure frontline teams are equipped to meet service delivery goals.
• Oversee staffing, scheduling, and shift planning to maintain adequate coverage across all support channels.
• Track, analyze, and report on key performance metrics such as SLA, CSAT, FCR, and contact ratio.
• Use data insights to identify trends, root causes, and areas of improvement in support delivery.
• Implement processes and tools to improve agent productivity and streamline operations.
• Conduct regular quality assurance reviews and drive continuous coaching for agents and supervisors.
• Ensure compliance with standard operating procedures and escalation protocols.
• Collaborate with Product, Claims, Provider and other teams to resolve service bottlenecks and customer pain points.
• Support the onboarding, training, and performance development of new hires and existing team members.
• Maintain a high standard of communication within the team, ensuring updates and feedback loops are consistent.
• Lead or support cross-functional projects aimed at improving customer service.

Requirements

• Experience in customer service management or related field.
• Strong analytical skills and experience with performance metrics.
• Excellent communication and leadership abilities.
• Ability to work collaboratively across departments.
• Experience in training and developing teams.
• Knowledge of call centre operations and best practices.
• Proficient in using data analysis tools.
• Strong problem-solving skills.

Benefits

• Competitive salary.
• Health insurance coverage.
• Opportunities for professional development.
• Supportive work environment.
• Flexible working hours.