• Application Deadline:
• Position: Head of Call Centre Unit



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience



• Location Lagos




• Job Field Customer Care, Success and Service 
  
  

Job Overview

• A leading Health Maintenance Organization (HMO) is seeking to recruit an experienced and results-driven Head of Call Centre Unit to provide strategic and operational leadership for its Customer Experience function.


• The successful candidate will be responsible for driving service excellence by ensuring the delivery of high-quality, timely, and empathetic customer support to enrollees, healthcare providers, corporate clients, and other stakeholders.


• The role requires a strong leader with proven expertise in call centre operations, workforce management, quality assurance, customer experience, and continuous process improvement.

Key Responsibilities

Leadership & Team Management:

• Provide strategic leadership, direction, coaching, and performance management to the Call Centre team, including Team Leads, Call Centre Agents, and Quality Assurance personnel.


• Set clear performance objectives and conduct regular performance reviews, coaching sessions, and staff development initiatives.


• Ensure optimal workforce planning, staffing, scheduling, and resource allocation to consistently meet service level targets.


• Foster a high-performance, customer-focused culture built on accountability, collaboration, empathy, and continuous improvement.

Call Centre Operations & Service Delivery:

• Oversee all inbound and outbound call centre operations relating to enrollee enquiries, claims status, authorizations, provider support, complaints, and general service requests.


• Ensure the Call Centre consistently meets or exceeds established Service Level Agreements (SLAs), including:
  
  
  
  • Average Speed of Answer (ASA)
  
  
  • Call Abandonment Rate
  
  
  • First Call Resolution (FCR)
  
  
  • Customer Satisfaction (CSAT)
  
  
  
  


• Monitor real-time and historical call performance and implement corrective actions where necessary.


• Develop, review, and continuously improve call scripts, Standard Operating Procedures (SOPs), and knowledge management resources.


• Manage escalated customer complaints and ensure prompt and satisfactory resolution.

Quality Assurance, Compliance & Risk Management:

• Develop and implement a comprehensive Quality Assurance framework, including call monitoring, evaluations, calibration sessions, and coaching.


• Ensure compliance with NHIA regulations, data protection laws, company policies, and ethical standards.


• Maintain accurate documentation of customer interactions, complaints, resolutions, and audit records.


• Identify, assess, and mitigate operational, compliance, and reputational risks within the Call Centre.

Stakeholder Engagement & Continuous Improvement:

• Collaborate with Claims, Provider Network, Enrolment, Finance, IT, and other business units to resolve service issues and improve customer experience.


• Analyse customer feedback, complaint trends, and operational data to identify improvement opportunities.


• Champion the effective use of Call Centre technologies, including CRM platforms, PBX/ACD systems, IVR, ticketing systems, workforce management tools, and reporting dashboards.


• Prepare and present operational reports, service insights, and performance dashboards to Executive Management.

Key Performance Indicators (KPIs)

Success in this role will be measured by:

• Service Level Achievement


• Average Speed of Answer (ASA)


• Call Abandonment Rate


• First Call Resolution (FCR)


• Customer Satisfaction (CSAT) and Net Promoter Score (NPS)


• Quality Assurance Scores


• Average Handle Time (AHT)


• Complaint Resolution Turnaround Time


• Staff Productivity and Attrition Rate


• Training and Compliance Completion Rate


• Accuracy and Timeliness of Operational Reports

Requirements

• Bachelor's Degree in Business Administration, Communications, Customer Relationship Management, Social Sciences, or a related discipline.


• 7–10 years of progressive experience in customer service or call centre operations, with at least 3–4 years in a leadership or supervisory role.


• Professional certification in Call Centre Management, Customer Experience Management, or a related field is an added advantage.


• Proven experience managing a medium-to-large call centre team (preferably 10 or more agents).


• Previous experience within the Health Insurance or HMO is highly preferred.


• Demonstrated success in improving service delivery, operational efficiency, customer satisfaction, and team performance.

Skills & Competencies:

• Strong leadership, coaching, mentoring, and people management skills.


• Excellent verbal and written communication skills with a strong customer-centric mindset.


• Strong analytical and problem-solving skills, with the ability to interpret operational data and performance dashboards.


• Practical knowledge of call centre technologies, including CRM systems, IVR, PBX/ACD platforms, workforce management tools, and quality assurance systems.


• Good understanding of health insurance operations, claims processes, provider management, and customer journeys is an added advantage.


• Ability to manage escalations professionally while maintaining composure under pressure.


• High level of integrity, confidentiality, and commitment to ethical service delivery.


• Proficiency in Microsoft Office Suite, particularly Excel, PowerPoint, and Word.

Personal Attributes:

• Customer-focused with a genuine passion for delivering exceptional service.


• Strong leadership presence with the ability to motivate and inspire teams.


• Results-oriented, proactive, and accountable.


• Excellent interpersonal and relationship management skills.


• Resilient, adaptable, and able to thrive in a fast-paced environment.


• Strong collaboration and stakeholder management capabilities.


• Continuous improvement mindset with a commitment to operational excellence.