Head of Call Centre Unit

Job Overview
A leading Health Maintenance Organization HMO is seeking to recruit an experienced and results-driven Head of Call Centre Unit to 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

• 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

• Success in this role will be measured by:
• 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.
• Minimum of 7–10 years' progressive experience in customer service or call centre operations, with at least 3–4 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 the Health Insurance, HMO, Insurance, Banking, or Telecommunications industry 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.