Head of Call Centre Unit

Head of Call Centre Unit

Job Overview

• We are seeking to recruit an experienced and results-drivenHead of Call Centre Unitto provide strategic and operational leadership for its Customer Experience function.
• The successful candidate will be responsible for driving service excellence by ensuring the delivery of high-quality, timely, and empathetic customer support to enrollees, healthcare providers, corporate clients, and other stakeholders.
• The role requires a strong leader with proven expertise in call centre operations, workforce management, quality assurance, customer experience, and continuous process improvement.

Key Responsibilities

Leadership & Team Management:

• Provide strategic leadership, direction, coaching, and performance management to the Call Centre team, including Team Leads, Call Centre Agents, and Quality Assurance personnel.
• Set clear performance objectives and conduct regular performance reviews, coaching sessions, and staff development initiatives.
• Ensure optimal workforce planning, staffing, scheduling, and resource allocation to consistently meet service level targets.
• Foster a high-performance, customer-focused culture built on accountability, collaboration, empathy, and continuous improvement.

Call Centre Operations & Service Delivery:

• Oversee all inbound and outbound call centre operations relating to enrollee enquiries, claims status, authorizations, provider support, complaints, and general service requests.
• Ensure the Call Centre consistently meets or exceeds established Service Level Agreements (SLAs), including:Average Speed of Answer (ASA), Call Abandonment Rate, First Call Resolution (FCR), Customer Satisfaction (CSAT).
• Monitor real-time and historical call performance and implement corrective actions where necessary.
• Develop, review, and continuously improve call scripts, Standard Operating Procedures (SOPs), and knowledge management resources.
• Manage escalated customer complaints and ensure prompt and satisfactory resolution.

Quality Assurance, Compliance & Risk Management:

• Management
• Develop and implement a comprehensive Quality Assurance framework, including call monitoring, evaluations, calibration sessions, and coaching.
• Ensure compliance with NHIA regulations, data protection laws, company policies, and ethical standards.
• Maintain accurate documentation of customer interactions, complaints, resolutions, and audit records.
• Identify, assess, and mitigate operational, compliance, and reputational risks within the Call Centre.

Stakeholder Engagement & Continuous Improvement:

• Collaborate with Claims, Provider Network, Enrolment, Finance, IT, and other business units to resolve service issues and improve customer experience.

• Analyse customer feedback, complaint trends, and operational data to identify improvement opportunities.

• Champion the effective use of Call Centre technologies, including CRM platforms, PBX/ACD systems, IVR, ticketing systems, workforce management tools, and reporting dashboards.

• Prepare and present operational reports, service insights, and performance dashboards to Executive Management.

• Key Performance Indicators (KPIs)

• Service Level Achievement

• Average Speed of Answer (ASA)

• Call Abandonment Rate

• First Call Resolution (FCR)

• Customer Satisfaction (CSAT) and Net Promoter Score (NPS)

• Quality Assurance Scores

• Average Handle Time (AHT)

• Complaint Resolution Turnaround Time

• Staff Productivity and Attrition Rate

• Training and Compliance Completion Rate

• Accuracy and Timeliness of Operational Reports

Requirements

• Bachelor's Degree in Business Administration, Communications, Customer Relationship Management, Social Sciences, or a related discipline.
• Professional certification in Call Centre Management, Customer Experience Management, or a related field is an added advantage.
• 7–10 years' progressive experiencein customer service or call centre operations, with at least3–4 years in a leadership or supervisory role.
• Proven experience managing a medium-to-large call centre team (preferably 10 or more agents).
• Previous experience within theHealth Insurance, HMO, Insurance, Banking, or Telecommunicationsindustry is highly preferred.
• Demonstrated success in improving service delivery, operational efficiency, customer satisfaction, and team performance.

Skills & Competencies:

• Strong leadership, coaching, mentoring, and people management skills.
• Excellent verbal and written communication skills with a strong customer-centric mindset.
• Strong analytical and problem-solving skills, with the ability to interpret operational data and performance dashboards.
• Practical knowledge of call centre technologies, including CRM systems, IVR, PBX/ACD platforms, workforce management tools, and quality assurance systems.
• Good understanding of health insurance operations, claims processes, provider management, and customer journeys is an added advantage.
• Ability to manage escalations professionally while maintaining composure under pressure.
• High level of integrity, confidentiality, and commitment to ethical service delivery.
• Proficiency in Microsoft Office Suite, particularly Excel, PowerPoint, and Word.

Personal Attributes:

• Customer-focused with a genuine passion for delivering exceptional service.
• Strong leadership presence with the ability to motivate and inspire teams.
• Results-oriented, proactive, and accountable.
• Excellent interpersonal and relationship management skills.
• Resilient, adaptable, and able to thrive in a fast-paced environment.
• Strong collaboration and stakeholder management capabilities.
• Continuous improvement mindset with a commitment to operational excellence.