We are recruiting to fill the position below:
Job Title: Head of Unit – Call Centre
Location: Lagos
Department: Customer Experience / Operations
Reports To: Head of Operations / Chief Operating Officer
Supervises: Call Centre Agents
Job Summary
- 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.
Responsibilities
Leadership & Team Management:
- Provide overall leadership, direction, coaching, and performance management to the Call Centre team (Team Leads, Agents, and QA staff).
- 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.
Operations & Service Delivery:
- 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.
- Monitor real-time and historical queue performance and take proactive corrective action.
- Develop, implement, and continuously refine call centre scripts, knowledge base, and standard operating procedures (SOPs).
- Manage escalation pathways for complex or sensitive cases and ensure timely resolution.
Quality Assurance, Compliance & Risk:
- Design and implement a robust Quality Assurance framework, including call monitoring, scoring, calibration sessions, and coaching.
- 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.
Stakeholder Management & Continuous Improvement:
- Work closely with Claims, Provider Network, Enrolment, Finance, and other units to resolve cross-functional issues affecting enrollees and providers.
- Analyse call drivers, complaint trends, and customer feedback to identify root causes and recommend process or system improvements.
- Champion the adoption and effective use of the Call Centre technology stack (PBX/ACD, CRM, ticketing, workforce management, and reporting tools).
- Prepare and present regular performance reports and insights to senior management.
Key Performance Indicators(KPIs)
- Service Level (e.g., % of calls answered within agreed threshold)
- Average Speed of Answer (ASA) and Call Abandonment Rate
- First Call Resolution (FCR) rate
- Customer Satisfaction (CSAT) / Net Promoter Score (where measured)
- Quality Assurance scores (average call quality score)
- Average Handle Time (AHT) within acceptable range
- Complaint resolution turnaround time
- Staff attrition rate within the Call Centre
- Mandatory training and compliance completion rate for the team
- Accuracy and timeliness of management reports
Requirements
Education:
- Bachelor’s Degree in Business Administration, Communications, Customer Relationship Management, Social Sciences, or a related field.
- Professional certification in Call Centre Management, Customer Experience, or related discipline is an added advantage.
Experience:
- Minimum of 7–10 years’ progressive experience in customer service or call centre operations, with at least 3–4 years in a leadership/supervisory role.
- Proven experience managing a medium-to-large call centre team (preferably 10+ agents).
- Prior experience in the health insurance, HMO, insurance, banking, or telecoms industry is strongly preferred.
- Demonstrable track record of improving service levels, quality scores, and team performance.
- Strong leadership, coaching, and people-management skills.
- Excellent verbal and written communication skills with a customer-centric mindset.
- Strong analytical ability – comfortable with data, dashboards, and root-cause analysis.
- Working knowledge of call centre technologies (ACD, IVR, CRM, workforce management, QA tools).
- Understanding of health insurance / HMO operations, claims processes, and enrollee journey is highly desirable.
- Ability to remain calm under pressure and manage escalations professionally.
- High integrity, confidentiality, and commitment to ethical service delivery.
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and reporting tools.
- Empathetic and patient, with genuine care for customer experience.
- Results-oriented and accountable.
- Resilient and adaptable in a fast-paced, high-volume environment.
- Collaborative team player who builds strong cross-functional relationships.
- Proactive problem-solver with continuous improvement mindset.
Working Conditions:
- 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.
- Role involves significant people management and performance accountability.
Salary
N350,000 per month.
Application Closing Date
15th October, 2026.
Interested and qualified candidates should send their CVs to: kaploafrica@gmail.com using“Head of Unit – Call Centre” as the subject of the mail.
