Turaco Customer Service Jobs in Accra
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Turaco is looking for a highly organized and results-driven Customer Operations Lead to join our dynamic Ghana team.
In this role, you will lead and support a team of Customer Operations Associates, they deliver on targets and an excellent customer experience. You will be responsible for optimizing day-to-day operations, managing team performance (targets), and making improvements to existing processes that result in faster and higher-quality service to our Customers.
An ideal candidate has previously been a team leader, likely at an insurance company looking after teams that have handled customer queries and processed insurance claims
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Key Roles & Responsibilities
- Lead and manage a team of Customer Operations Associates, ensuring clear expectations, balanced task distribution, and accountability for outcomes.
- Instil a strong culture of punctuality, ensuring that work schedules, login times, and task completions are consistently adhered to across the team.
- Monitor daily performance and take real-time corrective action to maintain momentum and productivity.
- Ensure equal and fair workload allocation among associates to drive consistency and avoid burnout or performance disparities.
- Develop, communicate, and implement effective performance management methods to continuously assess and enhance individual and team outputs.
- Conduct one-on-one performance reviews, coaching sessions, and structured development plans to address performance gaps and reward excellence.
- Recruit, onboard, and train new Customer Operations Associates to ensure strong alignment with company values and performance standards.
- Prepare and present accurate and timely weekly and monthly performance reports.
- Resolve customer and team escalations promptly and professionally.
- Conduct monthly CSAT surveys and lead initiatives to improve the overall customer experience.
- Work closely with the Quality & Training Supervisor to identify skills gaps, design training content, and drive quality assurance improvements.
- Supervise multiple contact channels (e.g., phone, WhatsApp, email, etc) and ensure effective and timely communication across all platforms.
- Contribute to the development and refinement of customer scripts, service processes, and escalation protocols.
Key Qualifications
- Live Turaco’s values – Push boundaries, Work with excellence, and Profound respect for the individual
- 4 to 5 years of experience with at least 2 years in a supervisory or team leadership role.
- Previous experience in Customer Service, Claims processing, and/or working within the insurance sector is highly desirable.
- Strong track record of managing customer-facing teams in fast-paced, high-volume environments.
- Demonstrated ability to monitor and improve performance using KPIs, performance dashboards, and customer satisfaction metrics.
- Familiarity with customer service tools, contact center platforms, CRMs, and performance tracking dashboards.
- Detail-oriented, self-motivated, and proactive, with a strong sense of ownership and initiative.
- Ability to work autonomously and take initiative; demonstrate self-motivation and energy, work well under pressure, and meet tight deadlines.
- Willingness to work as a team member with people across geographies and cultures.
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