Monday, 20 November 2017

Laboratory in-Charge

Our client a re-known Hospital in Nairobi targeting the urban poor communities is in the process of increasing its service delivery effectiveness. 
This has necessitated the need to urgently hire a Laboratory In-charge whose details are described below.

Vacant Position: Laboratory in-Charge
 
Reporting: Medical Officer in-Charge
 

Liaison: Medical Doctors, Clinical officers, Nurses, Radiology and Records team, Pharmacy

Job Summary: The position is responsible for planning, coordinating, implementing and assuming responsibility and accountability for the provision of efficient, speedy, and accurate laboratory services (tests and procedures) to assist in diagnosing, monitoring, and treating patients. 
It is also responsible for investigation of new procedures, and quality control of laboratory services. 
Under the general guidance of the Medical Officer in-charge, the incumbent will ensure compliance with all relevant regulatory guidelines, standards and protocols relating to laboratory services.
 
Key Responsibilities
 
General Management     
  • Provide effective management to the day-to-day operations of the laboratory.
  • Provide line management and professional leadership to the laboratory services team, and ensure that effective and efficient administrative support is provided for laboratory services.
  • Ensure compliance with policies, operating/administrative procedures, and systems established for the laboratory. 
  • Ensure delivery of comprehensive and good quality laboratory services to patients by all laboratory staff.
  • Ensure effective coordination with the clinical services team for effective management of patient treatment process.
  • Ensure that all laboratory staff contributes to maintenance of a safe environment, comply with infection control standards, keep good sanitation, and effective management of waste disposal.
  • Ensure that laboratory is supplied with adequate supplies and consumables to facilitate its service delivery effectively.
  • Ensure that laboratory staffs maintain effective client service. 
  • Ensure that data from the laboratory is handled confidentially at all times.
  • Promote initiatives that support delivery of quality laboratory services by the Hospital.
  • Ensure that equipment, machines, and tools being used for laboratory services are in working and serviceable condition and are kept clean and tidy at all times.
  • Facilitate regular departmental team meetings to promote communication and information sharing, discuss performance standards and compliance, staffing, monitor general trends in patient complaints and other concerns and/or developments.
  • Ensure that laboratory staff understand and promote emergency and evacuation procedures in line with relevant regulations and/or requirements.
  • Draw up, manage and monitor the budget for Laboratory Department in consultation with the Medical Officer in-Charge and the Administrator.  
  • Conduct analysis, interpret and provide reports on specimens as required by the clinical staff.   Establish systems that ensure quality control/assurance and accuracy of laboratory results
  • Conduct outreach laboratory services to support the Hospital’s medical outreach activities
  • Promote a work environment that promotes harmonious work relationships, team work and nurture and keep a committed and highly motivated laboratory staff.
  • Manage the orientation and induction of new laboratory staff.
  • Maintain an effective performance management process for laboratory staff.  
  • Identify and deal with issues of poor performance, complaints, grievances and disciplinary
  • actions in accordance with the Hospital’s human resource policies and procedures.
  • Foster teamwork among supervised staff and with staff from other units/departments in the Hospital.
Knowledge, Skills and Abilities:
  • KCSE with a minimum grade C, Diploma in Medical Laboratory Technology
  • At least four (4) years’ experience in a similar position
  • Registered with the Kenya Medical Laboratory Technologist and Technicians Board.
  • MUST be diligent, honest and responsible
  • High level of integrity and a professional attitude.
  • Strong interpersonal and communication skills
  • Must be a good team player
  • Strong analytical skills, attention to details, and high level of accuracy.
  • Demonstrated strong leadership skills and ability to maintain high morale among staff
  • Good spoken and written English and Kiswahili.
  • Good colour and form perception (to study blood cells, etc.)
  • Working knowledge of computer application packages
  • Ability to work with minimal supervision.
How to Apply

Interested and qualified candidates are invited to submit their cover letter and detailed CV to recruitment@postureconsulting.com, clearly stating the job you are applying for in the Email subject and current & expected Gross salary.
 
Closing date for application is 25th November 2017
 
You can also visit our website on www.postureconsulting.com

Only shortlisted candidates will be contacted

Clinical Officer ENT

Our client a re-known Hospital in Nairobi targeting the urban poor communities is in the process of increasing its service delivery effectiveness. 
This has necessitated the need to urgently hire a Clinical Officer ENT whose details are described below.

Vacant Position: Clinical Officer ENT
 
Reporting: Medical Officer in-Charge
 

Liaison: Lab technicians,  pharmacist 

Job Summary: The incumbent will be responsible for providing healthcare services to ear, nose and throat patients in the hospital

Key Duties and Responsibilities
  • Diagnosis and treatment diseases of ear, nose, and throat
  • Determine nature and extent of disorder, prescribe and/ or administer medications
  • Consult with patients to determine the appropriate course of treatment
  • Keep inventory and attention to proper care & maintenance of special equipment’s within the ENT Outpatient facility.
  • Support specialised ENT surgical services and services delivery in the surgery department of the hospital ensuring that they meet the expected standards of quality, quantity and compliance
  • Coordinate ENT surgery referral services within and within and without the hospital according to the ENT surgery services needs in collaboration with other hospital sections and departments and within the framework of the hospital and national referral policies
  • Supervise ENT staff together with their services, in the ENT department of the hospital to ensure that they offer timely ENT services within the expected standards of quantity and quantity complying with the established ethics and regulations
  • Ensure and coordinate continuous training and development of ENT staff for their effective and efficient performance and productivity
  • Coordinate and provide ENT research and training within the ENT department of the hospital
  • Offer specialised ENT surgery services’ advice to the hospital executive and other sections/departments and the general public in the appropriate media
  • Work with other medical specialists to solve single or multiple medical issue (s) or perform extensive surgery, when required in the hospital
  • Monitor and evaluate progress and achievement of the ENT services, research and training programs in the hospital, prepare and disseminate periodic reports appropriately.
Qualification, Competencies Required
  • Higher Diploma in ENT from a recognised institution
  • At least three (3) years relevant experience
  • Must have a valid practicing licence.
  • Knowledge of relevant legislations
  • Knowledge of professional standards
How to Apply
Interested and qualified candidates are invited to submit their cover letter and detailed CV to recruitment@postureconsulting.com, clearly stating the job you are applying for in the Email subject and current & expected Gross salary.
 
Closing date for application is 25th November 2017
 
You can also visit our website on www.postureconsulting.com

Only shortlisted candidates will be contacted

Customer Service Representative - High Value

Wananchi Group (K) Ltd

Job Vacancy: Customer Service Representative - High Value

Department:
Customer Experience
 
Location: Gateway Park
 
Employment Status / Type
  • 1 year Contract (Seasonal Contract)
  • 3 months’ probation
  • Monthly KPI performance review & incentive (30% variable pay)
Position Reporting to: Supervisor – High Value Section
 
Manage Others: No

Job Purpose / Summary:
 
CSR is responsible for providing professional and quality customer service both internally and externally.  
Reporting to the Technical Support Manager, the CSR will be responsible for:
Customer Support at designated touch points (Inbound, Outbound, Emails, Escalations ):
  • Customer calls; emails; outbound calls; escalations: CSR gets full understanding of customer's enquiry, provides full customer support for all fiber services on first contact, solves the issue and logs it on CRM and Wincable.
  • If the issue is resolved, the CSR ensures that customer is satisfied and confirms the customers contact details.
  • If issue can't be resolved during the interaction, it is escalated by the CSR to the CE leader and followed up through the proper channels until resolution.
  • Take full ownership of customer cases handled and ensures proper handover for unresolved cases at end of day.
  • Ensure customer satisfaction with service and quality of support provided.
  • Good interpretation of customer queries and relay of accurate information to reassure customers and manage their expectations.
Key Roles:
  • Using effective communication skills.
  • Resolving all complaints, concerns and issues in a timely and diplomatic manner.
  • Conduct activities in a professional manner
  • Demonstrating knowledge of Zuku Fiber service standards or service level agreements
  • Demonstrating knowledge of impact of providing professional service to Customers
  • Understanding the importance and impact of first call resolution (FCR)
  • Working with the CE leader on performance improvement as an individual and with the team as a whole
  • Ensuring complaints/concerns are resolved or escalated in a timely manner
  • Providing timely notifications to management of negative trends, urgency of issue, or extent of required follow up
  • Determining when a problem requires action from higher level of authority
  • Participate in regular team meetings
  • Educate customers about terminology, features and benefits of products in order to improve customer education and satisfaction.
  • Updating client comments, complaints, reports and compliments on all relevant Wananchi Systems
  • The job holder will be expected to identify and highlight to the supervisor, all emerging service issues of general of unique nature; that may require maintenance, upgrade or restructuring of Fiber services in order to meet customer needs.
  • Work with immediate CE leader on team rosters.
  • Provide one-stop customer support for all Fiber services by responding to customer contacts within defined SLAs
  • Track and monitor the customer problem exceeding the agreed SLA's and escalate to the required level of management until complete resolution.
  • Track and monitor reopened, repeated customer problems, executing a special customer care plan on affected customers, developing actions plans and following up until complete resolution.
  • Daily monitoring and reporting on the intake of customer problem by type, root cause, SLA compliance, average closing time and average pending time.
  • Enhance customer loyalty and upsell accordingly.
Key Performance Indicators:
 
Achieve Support Center SLA’s
  • Achieve 90% first call resolution (FCR)
  • 90% correct CRM capture
  • 100% Schedule Adherence
  • Score a minimum of 98% on QA score for the Month
Other KPIs
  • Efficiency
  • Good Handle rate
  • Calls per Customer
  • Average Handle Rate
  • Escalation Resolutions
Experience and Background Required:
  • 2 years experience in a busy Contact Center, supporting internet/technology driven services
  • Understanding of - IP networks; the contention ratios in the network; Metro Ethernet networks
  • Troubleshooting skills e.g. on CMTS configuration, IP assignment (DHCP services) is an added advantage
  • Understanding of the basic GPON network design & structure is an added advantage
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Knowledge and experience in reading, analyzing, and interpreting reports and technical procedures.
  • Proficiency in MS Office - specifically Excel, Access, Word, PowerPoint.
  • Ability to effectively present information and respond to questions from management, peers and customers.
  • Ability to handle service delivery and service assurance processes and structures in a large telecommunications environment.
  • Self-driven, customer centric and team player.
How to Apply

Interested and qualified candidates to submit their application including a detailed CV,day time telephone contact to recruit@ke.wananchi.com with a subject line Customer Service Representative-High Value on or before 24th November 2017

Wananchi Group is an equal opportunity employer and will offer competitive remuneration and benefits to the right candidate.

Only short-listed candidates will be contacted.

Note: Canvassing will lead to automatic disqualification.

Customer Experience - Service Engineer

Wananchi Group (K) Ltd
 
 Customer Experience - Service Engineer

Department:
Service Support
 
Location: Gateway Park

Employment Status / Type: Full-time

Position Reporting to: Customer Surveillance Head

Manages Others: No

Job Purpose / Summary:
  • Reporting to the Technical Support Manager, the job holder is responsible for monitoring, troubleshooting, reporting and escalating of all Wananchi Group client connections i.e.; HFC and GPON networks; DTH platform; Voice platform and Metro Ethernet;
  • The job holder will be expected to a) identify customer problems of a technical nature that are relevant for Technical organization’s quality improvement, b)investigate, c)design ad hoc reports that can assist the technical team.
  • The job holder will be expected to undertake extensive troubleshooting for any escalated matters using the existing systems and follow up that they have been resolved.
  • The job holder will be expected to act as a liaison between the Cs Team and the NOC, Engineering and technical team in reporting customer calls and queries so as to provide sufficient information in trying to understand and resolve customer related problems.
  • The job holder will also be expected to step in and act as the deputy for the Customer Surveillance Head.
Key Roles:
  • Extensive troubleshooting of all customer escalated matters including but not limited to HFC, GPON, DTH, TV and managed Wi-Fi.
  • Research for potential trouble spots using the available troubleshooting tools and providing workable solutions and/or escalating to the relevant department for closure.
  • Good interpretation of customer calls to meaningful reports and understanding of the Network which can be presented to the technical team for continuous improvement of customer issues.
  • Act as a liaison between the technical team and CS team on customer issues reporting.
  • Good knowledge of the troubleshooting systems so as to analyze, provide feedback and recommendations for improvements.
  • Design and develop reports and analysis that will assist the technical team to pin point trouble spots which require immediate actions.
  • Follow up on any tasks which are allocated by the Customer Surveillance Team Leader.
  • Any other duty that may be assigned.
Experience and Background Required:
  • Good Technical background and skills.
  • Good understanding of all the troubleshooting systems within the organization.
  • Good understanding of the HFC, GPON and Satellite networks.
  • Call Centre experience as an Agent/Quality or Supervisor is an added advantage.
  • Understanding and experience on CRM, trouble ticketing systems, dispatch procedures and processes within the Customer Experience department.
  • Experience in a triple play company would be an added advantage.
  • Experience in Onsite support and maintenance is an added advantage.
  • Knowledge and experience in reading, analyzing, and interpreting periodical reports and technical procedures.
  • Experience in writing reports. Proficient in MS Office - specifically Excel, Word, PowerPoint.
  • Ability to effectively present information and respond to questions from groups of managers, clients and customers.
  • Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists.
How to Apply
 
Interested and qualified candidates to submit their application including a detailed CV,day time telephone contact to recruit@ke.wananchi.com with a subject line Customer Experience Service Engineer on or before 24th November 2017

Wananchi Group is an equal opportunity employer and will offer competitive remuneration and benefits to the right candidate.

Only short-listed candidates will be contacted.

Note: Canvassing will lead to automatic disqualification.

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