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Head of Unit – Call Centre
About this role
Head of Unit – Call Centre at Kaplo Africa, based at the Lagos head office with oversight of remote and hybrid agents. The role provides strategic and operational leadership of the Call Centre to deliver high-quality, timely, and empathetic service to enrollees, providers, corporate clients and other stakeholders, while driving quality assurance and continuous improvement to meet customer experience and operational goals.
What you would do
- Lead and manage the Call Centre team, setting performance expectations and conducting appraisals.
- Plan staffing and shift schedules to meet service level targets across peak and off-peak periods.
- Oversee all inbound and outbound call centre operations related to enrollee enquiries, claims, authorisations, provider issues, complaints, and general information.
- Monitor real-time and historical queue performance, take corrective actions, and ensure SLA targets and customer satisfaction metrics are achieved.
- Develop and maintain call centre scripts, knowledge base and SOPs; manage escalation pathways for complex or sensitive cases.
- Design and implement a Quality Assurance framework and ensure compliance with NHIA regulations and data protection, and produce regular performance reports to senior management.]","requirements":["Bachelor's degree in Business Administration, Communications, Customer Relationship Management, Social Sciences, or a related field.","Professional certification in Call Centre Management or Customer Experience (added advantage).",
What they are asking for
- 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 (10+ agents).
- Prior experience in health insurance, HMO, insurance, banking or telecoms industry strongly preferred.
- Demonstrable track record of improving service levels, quality scores, and team performance; strong leadership and communication skills, plus data analysis and familiarity with call centre technologies.
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