Job Title: Team Lead, Call Centre
Location: Lagos
Job Type: Full-time
About the Role
- The Call Centre Team Lead will be responsible for supervising and coordinating the day-to-day activities of the Call Centre team, ensuring that enrollees, providers, corporate clients, and other stakeholders receive timely, accurate, and professional support.
- The role will provide operational leadership to call center executives, drive adherence to service standards and key performance indicators (KPIs), monitor customer interactions, and ensure that inquiries, complaints, service requests, and escalations are effectively managed to resolution.
- The successful candidate will serve as a crucial link between the call center and other operational functions, including medical operations, provider management, claims, authorizations, quality assurance, and corporate business teams, ensuring seamless communication and prompt resolution of all issues.
Key Responsibilities
- Lead and supervise the call center team,
- Drive exceptional customer experience by ensuring prompt, accurate, courteous, and empathetic handling of member, provider, and stakeholder inquiries.
- Manage complaints and escalations, ensuring complex, sensitive, and unresolved cases are appropriately investigated, followed up, and closed within agreed timelines.
- Ensure accurate communication of HMO services, including health plans, benefits, exclusions, provider information, authorizations, referrals, and approved healthcare services.
- Coordinate with healthcare providers and internal departments
- Monitor call quality, service standards, and compliance
- Track and analyze call center performance and customer data
- Identify recurring service gaps and operational challenges
- Maintain operational readiness and continuity
Minimum Requirements
Candidates must meet the following criteria:
- Bachelor's Degree or equivalent qualification in Nursing, Health Sciences, Healthcare Management, Business Administration, Mass Communication, Customer Service, Management, or a related discipline.
- 3–5 years of relevant experience in a Call Centre, Contact Centre, Customer Experience, Healthcare, HMO, Insurance, or related service environment.
- At least 1–2 years of experience in a supervisory or team leadership capacity.
- Experience working within an HMO, healthcare, insurance, hospital, or other healthcare service environment will be an added advantage.
- Demonstrable experience managing customer complaints, escalations, and service recovery.
Required Competencies:
- Strong leadership, people management, and team development skills.
- Excellent verbal, written, and interpersonal communication skills.
- Strong customer service, empathy, relationship management, and conflict resolution skills.
- Excellent problem-solving, decision-making, and ability to manage difficult situations professionally.
- Good understanding of HMO operations, healthcare service delivery, and call center/CRM technologies.
- Strong analytical, reporting, organizational, and multitasking skills, with the ability to interpret performance metrics.
- High integrity, confidentiality, professionalism, emotional intelligence, and ability to work effectively under pressure.
Application Closing Date
Not Specified.
Interested and qualified candidates should send their CV to: recruitment@oceanichealthng.com using the Job Title as the subject of the mail.