View Jobs at Intersect Consortium |
Full Time |
Abuja |
Posted 3 years ago |
JOB TITLE: Senior Admin, Customer Service and Operation Officer
JOB LOCATION: Abuja (FCT)
Employment Type: Full-time
JOB DETAILS
Admin:
- Train and supervise administrative employee and assist the HR team as needed
- Ensure that the implementation of best practices and procedures are employed in the execution of customer service, documentation and internal processes to assure a safe work place and living environment for employees, in-patient, and visitors
- Provide weekly reports to the CEO on the following; enquiry log, feedback and service delivery, complaints, Bed Occupancy and other relevant decision making indices
- Oversee the implementation of programs and policies for patient services, quality assurance, and other department activities.
- Overseeing day-to-day activities of lead cook, operation officer and head of driver in various centers
- Frequent snap check of inventory of office and kitchen supplies
- Supervises, directs, and evaluates assigned employees, processing employee concerns and counseling, disciplining, and completing employee performance appraisals.
- Participates as a member of the hiring team for Administrative employees; coordinates and approves time off and scheduling; evaluates skills and abilities; coordinates training and develops a professional growth curriculum for the admin employees.
Customer Service:
- Receiving customer requests, calls, emails etc at the head office at the same time provide supervision for the centres
- Verify to ensure patients contact records are up to date
- Assist in training of new staff
- Lead monthly meeting of all Admin officers and ensure action points are achieved within time frame
- Continuously develop and improve on Intersects Customer Service Manual and policies to improve customer service delivery.
- Check centre calendar to ensure centre meetings hold and action points followed up.
- Check that all discharged patients are properly followed up by primary Clinicians.
- Follow up with patients for feedback on experience
- Ensure inquiries via live chat are responded to promptly by picking up the enquiry, passing it to the relevant officer and following up to ensure patient is satisfactorily attended to.
- Drive inquiry conversion rate across centers.
- Take enquiries from patients or their relatives with regards to our services, prices and operations either via telephone or in person
- Focus on providing exceptional services resulting in customer satisfaction
- Receive, dispatch and disseminate official correspondence to relevant officers
- Ensure effective planning and execution of operations, reducing waste and ensuring optimized use of resources.
- Comply with and maintain knowledge of company’s policies on dressing, attendance, computer usage, security, and confidentiality
- Ensure proper filling and documentation.
Operations:
- Vendor Management – managing relationships with vendors and ensuring quality control of purchases.
- Supply chain management- manage deliveries within and outside Abuja, ensure best practice of process is employed.
- Create supply chain management strategies that increase efficiency and speed
- Collaborate with other departments to identify vulnerabilities and close operational gaps
Facility Management:
- Coordinate repairs and monitor performance of vehicles, generators etc
- Maintain adequate parts inventory and order items as necessary
- Oversee and supervise team of maintenance technicians
- Execute equipment audits and record-taking policies
- Ensure compliance with all safety and security protocols
- Negotiating contracts and agreements with vendors along with purchasing officers
- Overseeing day-to-day activities of operation officers and drivers in various centers
- Makes environmental rounds to assess facility needs
- Visiting centers within catchment area (Abuja) to gain first experience of service delivery and daily activities.
- Implement safety programs and ensure compliance with all safety policies
- Manage and direct operations team to achieve business targets.
- Assist in developing or updating standard operating procedures for all business operational activities.
Qualifications, Skills and Experience
- First Degree in any relevant course.
- An Msc relevant to social science will be an added advantage
- Minimum of 3 year’s experience in Admin/customer service and operation
- Excellent communication, interpersonal and presentation skills
- Outstanding analytical, records management and problem-solving abilities
- Excellent organizational, corporate communication and time management skills
- Superior quantitative and qualitative analytical skills
- Problem solver able to keep calm and efficient under pressure and in crisis.
APPLY NOW
Deadline: March 18, 2022
Job Features
Job Category | Administration/ Office/ Operations |