Head of Call Center Unit
AI summary
Lead Enterprise Support Company is hiring a Head of Call Center Unit in Lagos, Nigeria. The role provides strategic and operational leadership to the call centre, ensuring high-quality customer service to enrollees, providers, and corporate clients. Responsibilities include team management, SLA compliance, quality assurance, and cross-functional collaboration. Full-time position with salary range NGN 250,000–400,000.
- Strategic and operational leadership of the entire call centre unit
- Full-time role based in Lagos, Nigeria
- Salary range NGN 250,000–400,000
- Requires Bachelor's degree and 7–10 years progressive experience
- Healthcare industry with NHIA regulatory compliance focus
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Source salary availableThe source lists NGN 250,000 - 400,000. Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.
Can you qualify for this role?
- Required7+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in driver, call_center, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Head of Call Center Unit evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Lead Enterprise Support Company and the role in Not specified.
- Add concrete examples related to driver, call_center, internship, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Jobberman Nigeria; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
Source and safety check
- Jobberman Nigeria
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Head of Call Center Unit role in driver, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Lead Enterprise Support Company before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Head of Call Center Unit Lead Enterprise Support Company Customer Service & Support Today Easy apply New Lagos Full Time Healthcare NGN 250,000 - 400,000 Share link Share on WhatsApp Share on LinkedIn Share on Facebook Share on Twitter Share via SMS Job summary The Head of Unit – Call Centre is responsible for providing strategic and operational leadership to the Call Centre. The role ensures the delivery of high-quality, timely, and empathetic customer service to enrollees, providers, corporate clients, and other stakeholders through efficient call handling and effective team management. Min Qualification: Degree Experience: Level: Mid level Experience: Length: 8 years Language Requirement: English Working Hours: Full Time - 8 to 5 Applicant Location: Lagos, Nigeria Job descriptions & requirements: Responsiblitie: Leadership & Team Management: Provide overall leadership, direction, coaching, and performance management to the Call Centre team (Team Leads, Agents, and QA staff). Set clear performance expectations, conduct regular one-on-ones, and manage appraisal, development, and disciplinary processes in line with company policy. Ensure adequate staffing levels, shift planning, and workforce optimisation to meet service level targets across peak and off-peak periods. Foster a positive, high-performance culture focused on empathy, accountability, and continuous improvement. Operations & Service Delivery: Oversee all inbound and outbound call centre operations relating to enrollee enquiries, claims status, authorisations, provider issues, complaints, and general information. Ensure the Call Centre consistently meets or exceeds defined Service Level Agreements (SLAs), including Average Speed of Answer, Abandonment Rate, First Call Resolution, and Customer Satisfaction scores. Monitor real-time and historical queue performance and take proactive corrective action. Develop, implement, and continuously refine call centre scripts, knowledge base, and standard operating procedures (SOPs). Manage escalation pathways for complex or sensitive cases and ensure timely resolution. Quality Assurance, Compliance & Risk Design and implement a robust Quality Assurance framework, including call monitoring, scoring, calibration sessions, and coaching. Ensure all interactions comply with NHIA regulations, data protection requirements, internal policies, and ethical standards. Maintain accurate records of calls, complaints, and resolutions for audit and regulatory purposes. Identify and mitigate operational, reputational, and compliance risks within the Call Centre. Stakeholder Management & Continuous Improvement Work closely with Claims, Provider Network, Enrolment, Finance, and other units to resolve cross-functional issues affecting enrollees and providers. Analyse call drivers, complaint trends, and customer feedback to identify root causes and recommend process or system improvements. Champion the adoption and effective use of the Call Centre technology stack (PBX/ACD, CRM, ticketing, workforce management, and reporting tools). Prepare and present regular performance reports and insights to senior management. KEY PERFORMANCE INDICATORS (KPIs): Service Level (e.g., % of calls answered within agreed threshold) Average Speed of Answer (ASA) and Call Abandonment Rate First Call Resolution (FCR) rate Customer Satisfaction (CSAT) / Net Promoter Score (where measured) Quality Assurance scores (average call quality score) Average Handle Time (AHT) within acceptable range Complaint resolution turnaround time Staff attrition rate within the Call Centre Mandatory training and compliance completion rate for the team Accuracy and timeliness of management reports Requirements: Bachelor’s degree in Business Administration, Communications, Customer Relationship Management, Social Sciences, or a related field. Professional certification in Call Centre Management, Customer Experience, or related discipline 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/supervisory role. Proven experience: managing a medium-to-large call centre team (preferably 10+ agents). Prior experience: in the health insurance, HMO, insurance, banking, or telecoms industry is strongly preferred. Demonstrable track record of improving service levels, quality scores, and team performance. Skills and competencies: Strong leadership, coaching, and people-management skills. Excellent verbal and written communication skills with a customer-centric mindset. Strong analytical ability – comfortable with data, dashboards, and root-cause analysis. Working knowledge of call centre technologies (ACD, IVR, CRM, workforce management, QA tools). Understanding of health insurance / HMO operations, claims processes, and enrollee journey is highly desirable. Ability to remain calm under pressure and manage escalations professionally. High integrity, confidentiality, and commitment to ethical service delivery. Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and reporting tools. Personal Attributes Empathetic and patient, with genuine care for customer experience. Results-oriented and accountable. Resilient and adaptable in a fast-paced, high-volume environment. Collaborative team player who builds strong cross-functional relationships. Proactive problem-solver with a continuous improvement mindset. Working Conditions: Head Office in Lagos, with possible hybrid working arrangements as approved. May be required to work outside standard hours, including weekends or public holidays, during peak periods or system incidents. Role involves significant people management and performance accountability. Log In and Apply Important safety tips Do not make any payment without confirming with the Jobberman Customer Support Team. If you think this advert is not genuine, please report it via the Report Job link below. Report Job