Head of Call Centre Unit

AI summary

A leading HMO seeks a Head of Call Centre Unit to provide strategic leadership for customer experience. Requires 7-10 years experience and BA/BSc/HND. Full-time position in Alausa, Lagos with salary range ₦300,000 - ₦400,000 per month.

• 7-10 years experience required
• Salary range ₦300,000 - ₦400,000/month
• Location: Alausa, Lagos
• Full-time job at a leading HMO

Description

Head of Call Centre Unit at LEAD Enterprise Support Company Limited July, 2026 | MyJobMag Login Signup Employers Nigeria Ghana Kenya Nigeria South Africa UK Jobs Career Advice Post Job Search for Jobs Abia Abuja Adamawa Akwa Ibom Anambra Bauchi Bayelsa Benue Borno Cross River Delta Ebonyi Edo Ekiti Enugu Gombe Imo Jigawa Kaduna Kano Katsina Kebbi Kogi Kwara Lagos Nasarawa Niger Ogun Ondo Osun Other Oyo Plateau Rivers Sokoto Taraba Yobe Zamfara Administration / Facilities Agriculture / Agro-Allied Art / Crafts / Languages Aviation / Aerospace Banking Bursary and Scholarships Caregiver / Nanny / Social Workers Catering / Confectionery Construction and Site Engineering Consultancy Content, Editorial and Journalism Customer Care, Success and Service Data, Business Analysis and AI Driving Education / Teaching / Training Engineering / Technical Environment Health and Safety Finance / Accounting / Audit Food, Beverage and Hospitality General Graduate Jobs Human Resources / HR ICT / Computer Insurance Internships Janitorial Services Legal and Regulatory Logistics Manufacturing Marketing and Communication Media Production and Entertainment Medical / Healthcare NGO/Non-Profit Oil and Gas, Energy and Mining Pharmaceutical Procurement / Store-keeping / Supply Chain Product Management Project and Program Management Real Estate Research and Development RFP / RFQ / EOI Risk Management and Compliance Sales and Business Development Science Security / Intelligence Shipping and Maritime Sports, Fitness and Personal Care Strategic and Top Management Travels and Tours UX, Design and Architecture Volunteer BA/BSc/HND First School Leaving Certificate MBA/MSc/MA NCE OND Others PhD/Fellowship Professional Certificate Secondary School (SSCE) Vocational Close Detailed Search X Send this job to a friend Type the email of your friend Enter your email Type Your Email Message I think you may be interested in this position - Head of Call Centre Unit at LEAD Enterprise Support Company Limited. This is the link: https://www.myjobmag.com/job/head-of-call-centre-unit-lead-enterprise-support-company-limited?utm_source=email_friend. Copy and paste link on browser if link is not working. Check it out! X Did you notice an error or suspect this job is scam? Tell us. Enter your email Type Your Message Head of Call Centre Unit at LEAD Enterprise Support Company Limited View Jobs in Consulting / View Jobs at LEAD Enterprise Support Company Limited Posted: Jul 27, 2026 Deadline: Oct 31, 2026 Save Email @gmail.com @yahoo.com @outlook.com LEAD Enterprise Support Company Limited is a foremost Human Resources Solutions organization with many years of cumulative experience and expertise. We are prolific in Outsourcing, Recruitment, Head hunting and HR Advisory. We are a multi-sectorial servicing company, with landmark service deliverables to our clients in varied industries. Read more about this company Head of Call Centre Unit Job Type Full Time Qualification BA/BSc/HND Experience 7 - 10 years Location Lagos City Alausa Job Field Customer Care, Success and Service Salary Range ₦300,000 - ₦400,000/month 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. Professional certification in Call Centre Management, Customer Experience Management, or a related field is an added advantage. Minimum of 7–10 years' progressive experience in customer service or call centre operations, with at least 3–4 years in a leadership or supervisory role. Proven experience managing a medium-to-large call centre team (preferably 10 or more agents). Previous experience within the Health Insurance, HMO, Insurance, Banking, or Telecommunications industry 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. Check how your CV aligns with this job Method of Application Interested and qualified? Go to LEAD Enterprise Support Company Limited on forms.gle to apply Build your CV for free. Download in different templates. Share Save Email Report Get new Customer Care, Success and Service jobs like this on Telegram. Subscribe on Telegram Send your application Your Name Your Email Your Phone Number Your Current Location Abia Abuja Adamawa Akwa Ibom Anambra Bauchi Bayelsa Benue Borno Cross River Delta Ebonyi Edo Ekiti Enugu Gombe Imo Jigawa Kaduna Kano Katsina Kebbi Kogi Kwara Lagos Nasarawa Niger Ogun Ondo Osun Other Oyo Plateau Rivers Sokoto Taraba Yobe Zamfara Subject of your Application Your cover letter Attach your CV/Doc View All Vacancies at LEAD Enterprise Support Compan... Back To Home Jobs You Might Be Interested in Client Staff Relationship Officer at Whip Smart Service Providers Limited Customer Relationship Management (CRM) Officer at Safe Nest Cooperative System Limited Aftersales Service Representatives at MeWe Electronics Customer Service Agent & Supervisor at MeWe Electronics Customer Service & Sales Support Officer at Whip Smart Service Providers Limited Provider Liaison Officer, Ibadan at Anchor HMO Customer Support Associate at A-Star Vanda Investment and Trading CO. 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