JOB DESCRIPTION
KEY RESPONSIBILITIES
- Conduct weekly meetings with the Helpdesk team to review progress against targets, discuss challenges and successes, provide feedback, and identify areas in need of support.
- Collaborate with Technology and Operations teams to ensure the Helpdesk-related software and platforms remain functional, promoting operational efficiency.
- Audit team responses weekly to ensure accuracy, conciseness, and high quality. Provide feedback for continuous improvement.
- Develop and maintain work management tools for the team, including work plans, reporting tools, and meeting notes.
- Track incoming questions, assign tasks, and review team targets to ensure timely responses to all client queries.
- Update the Medical Information Tracker with medically approved content, anticipating information needs through consultations with the Quality Assurance team and analyzing information gaps.
- Track daily, weekly, monthly, quarterly, mid-year and annual performance metrics, and follow-up to ensure consistent performance and target achievement.
- Conduct and facilitate training for new hires, periodically updating training materials, and performing regular check-ins to assess progress and competency.
- Contribute to project reports by providing relevant data and insights.
- Respond to queries from the helpdesk team, provide decision-making oversight, and consult with the manager as necessary.
- Oversee team management, ensuring smooth operations and addressing any team-related issues.
- Perform any other related duties as assigned by the supervisor.
KEY PERFORMANCE AREAS
- Volume of tickets resolved by Helpdesk team against incoming tickets
- Percentage of tickets resolved by Helpdesk team within outlined SLAs
- Percentage of team members meeting the set 90% quality audit
- Percentage of danger signs resolved by Helpdesk team against incoming volumes
- Percentage of Helpdesk calls meeting quality standards
- Weekly, monthly, quarterly, mid-year and annual reports on Helpdesk performance
QUALIFICATION, KNOWLEDGE, AND SKILLS
- Bachelor’s degree in Nursing, Midwifery, or any other related course.
- Additional qualifications in Business Administration, Project Management or related courses.
- Minimum of 3 years of relevant working experience in customer support, quality assurance or related role
- Proven experience in a helpdesk or customer support role
- Previous experience as a people manager.
Technical Competencies
- Facilitation/coaching
- Customer care
- Data collection, storage, analyses and reporting
- Quality assurance
- Effective monitoring and coordination of activities
- Excellent oral and written communication skills
- Demonstrable knowledge and experience using software and tools in project management or public health research. This includes but not limited to Microsoft Office, Google suit, etc
Salary
Competitive
Monthly based
Location
, East Gonja Municipal District, Savannah Region, Ghana, Savannah Region, Ghana
Job Overview
Location
, East Gonja Municipal District, Savannah Region, Ghana, Savannah Region, Ghana
