About the Role
LEAD Enterprise Support Company Limited, a foremost Human Resources Solutions organization, is seeking an experienced and strategic Head of Call Centre Unit to lead our vibrant customer service operations. In this pivotal role, you will provide comprehensive operational and strategic leadership to our call centre team, ensuring the delivery of high-quality, empathetic service to enrollees, providers, and corporate clients across Nigeria.Key Responsibilities- Provide strategic leadership, coaching, and performance management to Team Leads, Call Centre Agents, and Quality Assurance personnel.
- Oversee inbound and outbound operations, ensuring consistent adherence to SLAs including ASA, FCR, and CSAT targets.
- Develop and implement comprehensive Quality Assurance frameworks, call monitoring systems, and calibration sessions.
- Collaborate with Claims, Provider Network, IT, and Finance units to resolve escalated service issues and enhance the customer journey.
- Maintain compliance with industry regulations, data protection laws, and company ethical standards.
- Analyze operational data and customer feedback trends to present impactful performance dashboards to Executive Management.
- Bachelor Degree in Business Administration, Communications, Social Sciences, or a related discipline.
- Professional certifications in Call Centre Management or Customer Experience are an added advantage.
- 7 to 10 years of progressive experience in customer service operations, with at least 3 to 4 years in a senior leadership role.
- Prior experience in Health Insurance, HMO, Banking, Insurance, or Telecommunications industries is highly preferred.
- Proficiency in CRM platforms, PBX/ACD systems, IVR, and workforce management tools.
- Competitive salary package with performance-based incentives.
- Comprehensive health insurance and wellness benefits.
- Opportunities for professional development and continuous learning.
- Dynamic and collaborative work environment within a leading HR solutions firm.