About this role

Head of Unit – Call Centre

Job Type Full Time

Purpose

The Head of Unit – Call Centre is responsible for providing strategic and operational leadership to the Call Centre.
The role ensures the delivery of high-quality, timely, and empathetic customer service to enrollees, providers, corporate clients, and other stakeholders through efficient call handling, effective team management, robust quality assurance, and continuous process improvement.
The incumbent will drive service excellence, protect the organisation’s reputation, and support the achievement of customer experience and operational goals.

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

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.
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 & 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 Attribute:

Head of Unit – Call Centre