Head of Call Centre Unit

About this role

Head of Call Centre Unit for Lead Enterprise Support Company Limited in Lagos, based at Alausa-Ikeja. The role provides strategic and operational leadership of the customer experience function for a health maintenance organisation (HMO) / health insurance provider, delivering high-quality, timely and empathetic support to enrollees, providers and corporate clients.

What you would do

• Lead and manage the Call Centre team, including setting performance objectives and conducting reviews.
• Plan staffing, scheduling and resource allocation to meet service level targets.
• Oversee inbound and outbound call centre operations for enrollee enquiries, claims status, authorisations, provider support, complaints and service requests.
• Monitor service level indicators such as ASA, call abandonment rate, FCR and CSAT, and implement corrective actions.
• Develop and maintain a QA framework, including call monitoring, coaching and SOPs, and ensure NHIA and data protection compliance.
• Collaborate with other units to resolve service issues and drive continuous improvement.

What they are asking for

• Bachelor’s degree in Business Administration, Communications, Customer Relationship Management, Social Sciences or related discipline.
• 7–10 years of progressive experience in customer service or call centre operations, with at least 3–4 years in a leadership or supervisory role.
• Professional certification in Call Centre Management, Customer Experience Management or related field (added advantage).
• Proven experience managing a medium-to-large call centre team (10+ agents).
• Previous experience within health insurance or HMO is highly preferred.
• Demonstrated success in improving service delivery, operational efficiency, customer satisfaction, and team performance.

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