EHA Clinics Team Lead Supervisor, Command Center Jobs in Nigeria

EHA Clinics Team Lead Supervisor, Command Center Jobs in Nigeria

Summary of Job

  • The Team Lead Supervisor manages the command center operators including the shift supervisors. S/he communicates company goals, safety practices, and deadlines to the team. Motivates team members and assesses performance.

  • Provides help to management, including hiring and training, and keeps management updated on team performance. Communicates concerns and policies among management and team members.

    Essential Duties and Responsibilities

  • To perform this role successfully, the TLS will perform the following responsibilities, which will include but are not limited to:

    Core Tasks

  • Supports shift supervisor and performs management duties when the manager is absent or out of office

  • Establish procedures and be responsible for managing sensitive victim and family member information

  • Responding to incoming calls to the Command Center (EHA Clinics and COVID-19 test queues)

  • Coordinating technical support with the IT team in restoring services and updating PBX configuration based on changes done to the team structure and support plan.

  • Ensure appropriate information is made available to the agents

  • Ensure follow-up is conducted on every open ticket as required and TAT is kept at a minimum

  • Ensure pertinent information on EHA Clinics operation is updated and disseminated to command center operators as well as other supporting agents (front desk and eHA help desk agents) in a timely manner.

  • Review call records and generates reports of command center activities to determine staffing requirements, assess training needs, identify technical problems with equipment, and to make appropriate adjustments in the operations.

  • Coordinate closely with nurses and doctors on call, Clinic staff/members to ensure proper coordination when responding to emergency situations.

  • Ensure all command center applications and systems are running at all times.

  • Manages inventories and stock, including keeping detailed records of inventory use and sales, and advising management on orders where necessary

  • Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks

  • Assists management with hiring processes and new team member training

  • Answers team member questions, helps with team member problems,,,, and oversees team member work for quality and guideline compliance

  • Communicates deadlines
    and performance goals to team members

  • Develops strategies to promote team member adherence to company regulations and performance goals

  • Conducts team meetings to update members on best practices and continuing expectations

  • Generates and shares comprehensive and detailed reports about team performance, objectives, and deadlines

  • Ensures company brand materials and physical working spaces meet and exceed company presentation standards

  • Provides quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints

  • Other duties as required to ensure customer satisfaction


  • A degree in Management or training in team leading is a plus

  • 3-5 years of work experience as a team leader or supervisor in a customer service environment

  • In-depth knowledge of performance metrics
    Good computer skills

  • Excellent communication and leadership skills

  • Organizational and time-management skills

  • Decision-making skills

    Work Experience:

  • S/he will be required to have had related and progressive experience in a healthcare organization and customer service environment.


  • Team Leadership Experience

  • Product Knowledge and Industry Experience

  • Leadership Skills

  • Strong Oral and Written Communication Skills

  • Motivational Skills

  • Results-Oriented

  • Employee Training Experience

  • Interviewing Skills

  • Strong Relationship Building, Customer Service Skill

    How to Apply

  • For more information and job application details, see; EHA Clinics Team Lead Supervisor, Command Center Jobs in Nigeria

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