Head of Unit – Call Centre
AI summary
Kaplo Africa is hiring a Head of Unit – Call Centre to lead the call centre team at its head office in Alausa, Lagos. The role provides strategic and operational leadership for inbound and outbound customer service operations, team management, quality assurance, and process improvement. The position reports to the Head of Operations / COO and supervises call centre agents.
- Senior call centre leadership role at Kaplo Africa head office in Alausa, Lagos
- Reports to Head of Operations / Chief Operating Officer
- Responsible for team leadership, service delivery, and quality assurance
- Oversight of remote/hybrid agents where applicable
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AI salary guide
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- 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 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.
Documents to prepare
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Application tips for this job
- Place your strongest Head of Unit – Call Centre evidence in the first half of your CV.
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Interview preparation
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Original source description
Head of Unit – Call Centre at Kaplo Africa
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Sep 24, 2026, 2:04 PM
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View all Customer Service & Support jobs
Kaplo is Africa's most innovative Human Resource & Business Support Solutions provider, serving clients with cutting-edge business advisory and human capital solutions across diverse sectors of the African economy.
At Kaplo, we have proven expertise in business advisory and human resource capabilities targeted at productivity, profitability, sustainability, transformation and overall growth of your business.
We are recruiting to fill the position below:
Job Title: Head of Unit – Call Centre
Location: Head Office, Alausa, Lagos (with oversight of remote/hybrid agents where applicable)
Department: Customer Experience / Operations
Reports To: Head of Operations / Chief Operating Officer
Supervises: Call Centre Agents
Job Purpose
The incumbent will drive service excellence, protect the organisation’s reputation, and support the achievement of customer experience and operational goals.
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, effective team management, robust quality assurance, and continuous process improvement.
The Head of Unit – Call Centre is responsible for providing strategic and operational leadership to the Call Centre.
Key Responsibilities
- Leadership & Team Management
- 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.
- Provide overall leadership, direction, coaching, and performance management to the Call Centre team (Team Leads, Agents, and QA staff).
- Operations & Service Delivery:
- Monitor real-time and historical queue performance and take proactive corrective action.
- Manage escalation pathways for complex or sensitive cases and ensure timely resolution.
- 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.
- Develop, implement, and continuously refine call centre scripts, knowledge base, and standard operating procedures (SOPs).
- Quality Assurance, Compliance & Risk:
- 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.
- Design and implement a robust Quality Assurance framework, including call monitoring, scoring, calibration sessions, and coaching.
- Stakeholder Management & Continuous Improvement:
- Work closely with Claims, Provider Network, Enrolment, Finance, and other units to resolve cross-functional issues affecting enrollees and providers.
- Prepare and present regular performance reports and insights to senior management.
- Champion the adoption and effective use of the Call Centre technology stack (PBX/ACD, CRM, ticketing, workforce management, and reporting tools).
- Analyse call drivers, complaint trends, and customer feedback to identify root causes and recommend process or system improvements.
- Key Performance Indicators (KPIs)
- Mandatory training and compliance completion rate for the team
- Service Level (e.g., % of calls answered within agreed threshold)
- First Call Resolution (FCR) rate
- Average Handle Time (AHT) within acceptable range
- Accuracy and timeliness of management reports
- Staff attrition rate within the Call Centre
- Complaint resolution turnaround time
- Average Speed of Answer (ASA) and Call Abandonment Rate
- Quality Assurance scores (average call quality score)
- Customer Satisfaction (CSAT) / Net Promoter Score (where measured)
Requirements
- Bachelor’s Degree in Business Administration, Communications, Customer Relationship Management, Social Sciences, or a related field.
- Prior experience in the health insurance, HMO, insurance, banking, or telecoms industry is strongly preferred.
- Proven experience managing a medium-to-large call centre team (preferably 10+ agents).
- 7–10 years’ progressive experience in customer service or call centre operations, with at least 3–4 years in a leadership/supervisory role.
- Demonstrable track record of improving service levels, quality scores, and team performance.
- Professional certification in Call Centre Management, Customer Experience, or related discipline is an added advantage.
- Skills & Competencies:
- Excellent verbal and written communication skills with a customer-centric mindset.
- Ability to remain calm under pressure and manage escalations professionally.
- Working knowledge of call centre technologies (ACD, IVR, CRM, workforce management, QA tools).
- High integrity, confidentiality, and commitment to ethical service delivery.
- Understanding of health insurance / HMO operations, claims processes, and enrollee journey is highly desirable.
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and reporting tools.
- Strong analytical ability – comfortable with data, dashboards, and root-cause analysis.
- Strong leadership, coaching, and people-management skills.
- Personal Attribute:
- Empathetic and patient, with genuine care for customer experience.
- Results-oriented and accountable.
- Collaborative team player who builds strong cross-functional relationships.
- Proactive problem-solver with a continuous improvement mindset.
- Resilient and adaptable in a fast-paced, high-volume environment.
- Working Conditions:
- The role involves significant people management and performance accountability.
- 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.
- How to Apply
- Interested and qualified candidates should send their portfolio and CV to:
- kaploafrica@gmail.com
- using “Head of Unit – Call Centre” as the subject of the email.
- Application Deadline:
- 30th September, 2026.
- View all Jobs in Nigeria
- Lagos State and 2 other locations
- Lagos State
- ,
- Alausa
- ,
- Remote