Senior Reliance Care Associate

2 weeks, 6 days ago
Full-time
Senior
Customer and Technical Support
Reliance Health

Reliance Health

Reliance Health provides innovative healthcare benefits designed to enhance the well-being of employees in emerging markets, offering comprehensive health plans that include access to virtual medical consultations and home delivery of prescriptions.

Health Care Providers & Services
251-1K
Founded 2016
$46M raised

Description

  • Monitor customer interactions across phone, chat, and email to ensure quality standards are met.
  • Create, maintain, and use scorecards to evaluate agent performance.
  • Conduct regular QA audits to identify issues, gaps, and improvement opportunities.
  • Ensure compliance with internal policies and service level agreements (SLAs).
  • Lead and support a team of 10 or more customer support agents.
  • Hold regular one-on-one coaching sessions and create development plans for team members.
  • Train agents on handling complex and difficult customer situations.
  • Manage escalated and complex customer cases, including emergency scenarios and unresolved follow-ups.
  • Collaborate with medical, claims, and operations teams to resolve cross-functional issues.
  • Build reports and dashboards to track CSAT, AHT, FCR, QA scores, SLAs, and turnaround times.
  • Use insights from data to identify trends and support leadership decision-making.
  • Set up and manage Zoho Desk workflows, automation rules, routing, templates, and macros.
  • Write and update standard operating procedures (SOPs) for the support team.

Requirements

  • Bachelor's degree in any discipline.
  • Must have completed NYSC or hold a valid exemption letter.
  • Minimum 3 years of experience in customer support operations.
  • Minimum 1-2 years of experience in quality assurance, including scorecards and coaching.
  • Experience leading or supervising a team of 5 or more people.
  • Experience using a ticketing or helpdesk platform such as Zendesk, Freshdesk, Intercom, or Zoho Desk.
  • Good skills in Excel or Google Sheets, including formulas, reports, and charts.
  • Strong written and spoken communication skills.
  • Experience with Zoho Desk specifically is a plus.
  • Experience in health tech or health insurance is a plus.
  • Experience with data analysis or basic SQL is a plus.
  • Experience setting up automation and workflows in support software is a plus.

Benefits

  • Remote-first work environment.
  • Competitive salary and benefits benchmarked against industry standards.
  • Premium health insurance for you and your family.
  • Unlimited leave policy.
  • Opportunity to make a meaningful impact in healthcare innovation.
  • Collaborative, inclusive, team-focused work culture.
  • Growth opportunities through tools, mentorship, and resources.
  • Learning and development allowance.

Interested in this position?

Apply directly on the company website

Apply Now

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