Job: Floor Manager at PPC Limited

Location: Ikeja, Lagos
Job type: Full time

Summary of Professional Roles

  • Effectively coordinate and lead the Customer Relations team to ensure excellent customer service delivery and achieve strategic business objectives
  • Perform patient triage and risk assessment as required.
  • Implement effective patient scheduling and physician workflow management
  • Management of information and advice to patients.

Summary of Roles/Responsibilities

  • Effectively coordinate and lead the customer relations team to ensure excellent customer service delivery.
  • Perform periodic reviews and evaluations of team members.
  • Improve the overall efficiency and performance of the department and the organization.
  • Identify opportunities by proposing strategic processes and procedures that improve internal processes.
  • Work closely with new team members to educate them on company policies and best practices for engaging customers.
  • Plan, prioritize and delegate tasks to ensure the smooth running of the department.
  • Evaluate and manage team performance.
  • Create and run reports used in tracking customer needs for better service delivery.
  • Analyze and evaluate surveys, questionnaires, etc. on customer service and prepare action plans for improvement.
  • Implement strategic plans that improve company revenue through effective customer service.
  • Perform business market analysis that determines customer needs and new opportunities to further improve the customer service experience.
  • Ensure departments/units are aware of concerns raised by customers and effectively deploy corrective actions.
  • Coordinate the department to ensure compliance with the organization’s customer service ground rules.
  • Perform patient triage and risk assessment as required.
  • Implement effective patient scheduling and physician workflow management
  • Ensure meaningful management and counseling of patient information
  • Maintain an efficient standard operating system for the customer relations department.
  • Set individual targets for staff and ensure achievement of the high quality service target.
  • Investigate all issues in the field, resolve and/or escalate issues that arise as appropriate.
  • Prepare reports to track employee performance to improve evaluation effectiveness.
  • Manage each employee’s work challenges to improve productivity.
  • Monitor the workflow and maintain an effective relationship between floor workers and other stakeholders.
  • Schedule shifts and engage proactive solutions when there is a gap in shift coverage.
  • Maintain peace and decorum on the floor, as well as a smooth flow of transactions and processes to customer satisfaction.
  • Systematic follow-up of clients before and after each visit.

Qualification and specification of the person

  • BSc in Nursing.
  • The ideal candidate should be an experienced nurse.
  • At least 5 years of proven work experience as a customer/patient service team leader.
  • In-depth knowledge of performance indicators.
  • Must have strong computer skills, particularly in the use of MS Excel, MS Word and Powerpoint.
  • Excellent communication and leadership skills.
  • Organizational and time management skills.
  • Decision making skills.
  • Radical in change implementation, change process and management.
  • Proactive and highly motivated.
  • Must have excellent communication and report writing skills.
  • Excellent interpersonal skills.

Click here to apply

About Jason Norton

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