Head of Call Centre Unit

Head of Call Centre Unit

Overview

Lead Enterprise Support's client, a leading HMO, is seeking a Head of Call Centre Unit to provide strategic and operational leadership to the Call Centre — ensuring high-quality customer service to enrollees, providers, and stakeholders through efficient call handling, team management, and quality assurance.

Key Responsibilities

• Lead, coach, and manage performance of the Call Centre team
• Oversee workforce planning, staffing, and scheduling
• Manage inbound/outbound call operations (enquiries, claims, complaints)
• Ensure SLAs are met (ASA, Abandonment Rate, FCR, CSAT)
• Develop and improve call scripts, SOPs, and QA framework
• Handle escalated complaints and ensure compliance with NHIA regulations
• Collaborate with Claims, Provider Network, and other business units
• Champion use of CRM, IVR, and reporting tools; present performance reports

Requirements

• Bachelor's Degree in Business Administration, Communications, or related field

• Call Centre/Customer Experience certification is an advantage

• 7–10 years' experience in customer service/call center operations, 3–4 in leadership

• Experience managing a team of 10+ agents

• HMO, Insurance, Banking, or Telecoms experience highly preferred

• Strong leadership, communication, and analytical skills

• Knowledge of CRM, IVR, PBX/ACD, and WFM tools

• Proficiency in Microsoft Office Suite

• Application Closing Date: 31st October, 2026