About the Role
Kaplo Africa, Africa's premier human resource and business support solutions provider, is seeking a strategic and results-driven Head of Unit – Call Centre to lead our dynamic customer support operations. In this pivotal role, you will oversee all inbound and outbound call centre activities, ensuring exceptional service delivery to enrollees, providers, and corporate clients across the continent.
Key Responsibilities- Provide strategic leadership, coaching, and performance management to Team Leads, Agents, and Quality Assurance staff.
- Oversee daily operations to consistently meet or exceed Service Level Agreements (SLAs), including ASA, FCR, and CSAT targets.
- Design and implement robust Quality Assurance frameworks, call scripts, and standard operating procedures (SOPs).
- Manage complex escalations and ensure compliance with regulatory standards and data protection requirements.
- Collaborate with cross-functional departments including Claims, Provider Network, and Finance to resolve systemic issues.
- Analyze call drivers, complaint trends, and workforce utilization metrics to recommend continuous improvements.
- Bachelor's degree in Business Administration, Communications, Social Sciences, or a related field.
- 7 to 10 years of progressive call centre experience, with at least 3 to 4 years in a leadership or supervisory capacity.
- Demonstrated expertise in managing medium-to-large teams within health insurance, HMO, banking, or telecommunications sectors.
- Strong proficiency in call centre technologies such as ACD, PBX, CRM, and workforce management tools.
- Exceptional analytical, problem-solving, and cross-functional stakeholder management skills.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance and wellness benefits.
- Opportunities for professional development and career advancement.
- Collaborative and innovative work environment at a leading African business solutions provider.