Head of Call Center Unit
Responsiblitie:
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:
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. 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.
Skills and competencies:
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.
Personal Attributes
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 a 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.