About the Role
LEAD Enterprise Support Company Limited, a foremost Human Resources Solutions organization, is hiring an experienced and results-driven Head of Call Centre Unit on behalf of our client, a leading Health Maintenance Organization (HMO) in Nigeria. The successful candidate will provide strategic and operational leadership for the customer experience function, ensuring the delivery of high-quality, timely, and empathetic support to enrollees, healthcare providers, and corporate clients.
Key Responsibilities- Provide strategic leadership, coaching, and performance management to the call centre team, including Team Leads, Agents, and Quality Assurance personnel.
- Oversee inbound and outbound operations relating to enrollee enquiries, claims status, authorizations, and provider support.
- Ensure the unit consistently meets Service Level Agreements (SLAs) such as ASA, FCR, CSAT, and Call Abandonment Rate.
- Develop and implement a comprehensive Quality Assurance framework, call monitoring evaluations, and calibration sessions.
- Ensure strict compliance with NHIA regulations, data protection laws, and company ethical standards.
- Collaborate with Claims, Provider Network, IT, and Finance units to resolve escalated issues and improve customer journeys.
- Analyze customer feedback, operational trends, and performance dashboards to drive continuous improvement.
- Bachelor Degree in Business Administration, Communications, Social Sciences, or a related discipline.
- 7 to 10 years of progressive experience in customer service or call centre operations, with at least 3 to 4 years in a leadership role.
- Proven experience managing a medium-to-large team within the Health Insurance or HMO sector is highly preferred.
- Professional certification in Call Centre Management or Customer Experience is an added advantage.
- Strong knowledge of CRM systems, PBX/ACD platforms, IVR, and workforce management tools.
- Excellent communication, analytical, stakeholder management, and problem-solving skills.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance coverage and HMO benefits.
- Opportunities for professional development and career growth in the healthcare sector.
- A collaborative and high-performance work environment.