Company: Lead Enterprise Support Company Limited
Location: Lagos
Job Type: Full-time
Salary: NGN 350000
Apply Before: 2026-10-31
Job Description
Job Overview
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, effective team management, robust quality assurance, and continuous process improvement.
The incumbent will drive service excellence, protect the organisation’s reputation, and support the achievement of customer experience and operational goals.
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.
Professional certification in Call Centre Management, Customer Experience Management, or a related field is an added advantage.
7–10 years of progressive experiencein customer service or call centre operations, with at least3–4 years in a leadership or supervisory role.
Proven experience managing a medium-to-large call centre team (preferably 10 or more agents).
Previous experience within theHealth Insurance, HMO, Insurance, Banking, or Telecommunicationsindustry 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.
How to Apply
Click here to apply online
Source: HotNigerianJobs