Head of Call Centre Unit
AI summary
A leading Nigerian Health Maintenance Organization is hiring an experienced Head of Call Centre Unit to lead customer experience operations. The role covers strategic leadership, workforce planning, quality assurance, compliance with NHIA regulations, and service delivery across inbound and outbound call centre functions. Candidates should have strong call centre leadership experience, preferably within health insurance or HMO operations.
- Senior leadership role overseeing call centre strategy and operations
- Focus on customer experience for enrollees, providers, and corporate clients
- Requires strong background in call centre and workforce management
- Health insurance or HMO experience is highly preferred
- Responsible for NHIA compliance and quality assurance frameworks
AI job guide
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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?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in factory, call_center, 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 Head of Call Centre Unit evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Lead Enterprise Support Company Limited and the role in Not specified.
- Add concrete examples related to factory, call_center, entregador, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Jobzilla 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
- Jobzilla 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 Centre Unit role in factory, 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 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 role requires a strong leader with proven expertise in call centre operations, workforce management, quality assurance, customer experience, and continuous process improvement.
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.
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.
within the Health Insurance or HMO is highly preferred.
Professional certification in Call Centre Management, Customer
Management, or a related field is an added advantage.
Bachelor's Degree in Business Administration, Communications, Customer Relationship Management, Social Sciences, or a related discipline.
Proven
managing a medium-to-large call centre team (preferably 10 or more agents).
7–10 years of progressive
in customer service or call centre operations, with at least 3–4 years in a leadership or supervisory role.
Skills & Competencies:
Strong leadership, coaching, mentoring, and people management skills.
Practical knowledge of call centre technologies, including CRM systems, IVR, PBX/ACD platforms, workforce management tools, and quality assurance systems.
Excellent verbal and written communication skills with a strong customer-centric mindset.
Ability to manage escalations professionally while maintaining composure under pressure.
Strong analytical and problem-solving skills, with the ability to interpret operational data and performance dashboards.
Proficiency in Microsoft Office Suite, particularly Excel, PowerPoint, and Word.
Good understanding of health insurance operations, claims processes, provider management, and customer journeys is an added advantage.
High level of integrity, confidentiality, and commitment to ethical service delivery.
Personal Attributes:
Customer-focused with a genuine passion for delivering exceptional service.
Continuous improvement mindset with a commitment to operational excellence.
Excellent interpersonal and relationship management skills.
Results-oriented, proactive, and accountable.
Strong leadership presence with the ability to motivate and inspire teams.
Strong collaboration and stakeholder management capabilities.
Resilient, adaptable, and able to thrive in a fast-paced environment.
N350,000 Monthly.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Application
Deadline:
31st December, 2026.
View all Jobs in Nigeria
Lagos State
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.
- Ensure optimal workforce planning, staffing, scheduling, and resource allocation to consistently meet service level targets.
- Set clear performance objectives and conduct regular performance reviews, coaching sessions, and staff development initiatives.
- Foster a high-performance, customer-focused culture built on accountability, collaboration, empathy, and continuous improvement.
- Call Centre Operations & Service Delivery:
- Manage escalated customer complaints and ensure prompt and satisfactory resolution.
- Develop, review, and continuously improve call scripts, Standard Operating Procedures (SOPs), and knowledge management resources.
- Ensure the Call Centre consistently meets or exceeds established Service Level Agreements (SLAs), including:
- Customer Satisfaction (CSAT)
- First Call Resolution (FCR)
- Call Abandonment Rate
- Average Speed of Answer (ASA)
- Monitor real-time and historical call performance and implement corrective actions where necessary.
- Oversee all inbound and outbound call centre operations relating to enrollee enquiries, claims status, authorizations, provider support, complaints, and general service requests.
- Quality Assurance, Compliance & Risk Management:
- Ensure compliance with NHIA regulations, data protection laws, company policies, and ethical standards.
- Develop and implement a comprehensive Quality Assurance framework, including call monitoring, evaluations, calibration sessions, and coaching.
- Identify, assess, and mitigate operational, compliance, and reputational risks within the Call Centre.
- Maintain accurate documentation of customer interactions, complaints, resolutions, and audit records.
- Stakeholder Engagement & Continuous Improvement:
- Champion the effective use of Call Centre technologies, including CRM platforms, PBX/ACD systems, IVR, ticketing systems, workforce management tools, and reporting dashboards.
- Analyse customer feedback, complaint trends, and operational data to identify improvement opportunities.
- Prepare and present operational reports, service insights, and performance dashboards to Executive Management.
- Collaborate with Claims, Provider Network, Enrolment, Finance, IT, and other business units to resolve service issues and improve customer experience.
- Key Performance Indicators (KPIs)
- Success in this role will be measured by:
- Complaint Resolution Turnaround Time
- Training and Compliance Completion Rate
- Staff Productivity and Attrition Rate
- Average Speed of Answer (ASA)
- Quality Assurance Scores
- Average Handle Time (AHT)
- Accuracy and Timeliness of Operational Reports
- Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
- Service Level Achievement
- First Call Resolution (FCR)
- Call Abandonment Rate
Requirements
- Demonstrated success in improving service delivery, operational efficiency, customer satisfaction, and team performance.
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