Team Lead, Call Centre
AI summary
Oceanic Health Management Limited is hiring a Call Centre Team Lead to supervise daily call centre operations and ensure timely, professional support for enrollees, providers, and corporate clients. The role requires driving service standards, managing escalations, and coordinating with medical operations, claims, and provider management teams. Candidates need a bachelor's degree, 3–5 years' relevant experience, and at least 1–2 years in a supervisory capacity.
- Supervisory leadership role within an HMO call centre environment
- Requires 3–5 years' experience plus 1–2 years in team leadership
- Bachelor's degree in Nursing, Health Sciences, Business Administration, or related field
- Must manage complaints, escalations, and complex service recovery
- Email CV to recruitment@oceanichealthng.com with the position as subject
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required3+ 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 call_center, internship, entregadorThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
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 Team Lead, Call Centre evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Oceanic Health Management Limited and the role in Not specified.
- Add concrete examples related to call_center, internship, entregador, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from MyJobMag Nigeria; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- MyJobMag 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 Team Lead, Call Centre role in call_center, internship?
- 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 Oceanic Health Management Limited 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
The Call Centre Team Lead will be responsible for supervising and coordinating the day-to-day activities of the Call Centre team, ensuring that enrollees, providers, corporate clients, and other stakeholders receive timely, accurate, and professional support. The role will provide operational leadership to call center executives, drive adherence to service standards and key performance indicators (KPIs), monitor customer interactions, and ensure that inquiries, complaints, service requests, and escalations are effectively managed to resolution. The successful candidate will serve as a crucial link between the call center and other operational functions, including medical operations, provider management, claims, authorizations, quality assurance, and corporate business teams, ensuring seamless communication and prompt resolution of all issues. Key Responsibilities: Lead and supervise the call center team, Drive exceptional customer experience: by ensuring prompt, accurate, courteous, and empathetic handling of member, provider, and stakeholder inquiries. Manage complaints and escalations, ensuring complex, sensitive, and unresolved cases are appropriately investigated, followed up, and closed within agreed timelines. Ensure accurate communication of HMO services, including health plans, benefits, exclusions, provider information, authorizations, referrals, and approved healthcare services. Coordinate with healthcare providers and internal departments Monitor call quality, service standards, and compliance Track and analyze call center performance and customer data Identify recurring service gaps and operational challenges Maintain operational readiness and continuity Minimum Requirements: Candidates must meet the following criteria: Bachelor's degree or equivalent qualification in Nursing, Health Sciences, Healthcare Management, Business Administration, Mass Communication, Customer Service, Management, or a related discipline. Minimum of 3–5 years' relevant experience: in a Call Centre, Contact Centre, Customer Experience, Healthcare, HMO, Insurance, or related service environment. At least 1–2 years' experience: in a supervisory or team leadership capacity. Experience: working within an HMO, healthcare, insurance, hospital, or other healthcare service environment will be an added advantage. Demonstrable experience: managing customer complaints, escalations, and service recovery. Required Competencies Strong leadership, people management, and team development skills. Excellent verbal, written, and interpersonal communication skills. Strong customer service, empathy, relationship management, and conflict resolution skills. Excellent problem-solving, decision-making, and ability to manage difficult situations professionally. Good understanding of HMO operations, healthcare service delivery, and call center/CRM technologies. Strong analytical, reporting, organizational, and multitasking skills, with the ability to interpret performance metrics. High integrity, confidentiality, professionalism, emotional intelligence, and ability to work effectively under pressure Check how your CV aligns with this job Method of Application Interested and qualified candidates should forward their CV to: recruitment@oceanichealthng.com using the position as subject of email. Build your CV for free. Download in different templates.