Head of Call Centre Unit
AI summary
A leading Nigerian Health Maintenance Organization (HMO) is hiring an experienced Head of Call Centre Unit to lead customer experience operations. The role covers call centre leadership, workforce management, quality assurance, SLA performance, and cross-functional collaboration with Claims, Provider Network, IT, and Finance. Candidates need a Bachelor's degree and 7–10 years' experience, including 3–4 years in a supervisory or leadership role.
- Senior leadership role overseeing inbound and outbound call centre operations for an HMO
- Focus on SLAs including ASA, FCR, CSAT, and call abandonment rate
- Requires 7–10 years' experience with at least 3–4 years in leadership
- Bachelor's degree in Business Administration, Communications, Social Sciences or related field
- Professional certification in Call Centre or Customer Experience Management is an added advantage
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?
- 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 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 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 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
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.
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
Management, or a related field is an added advantage.
Proven
managing a medium-to-large call centre team (preferably 10 or more agents).
Previous
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.
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.
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