About the Role
Oceanic Health Management Limited, a leading healthcare insurance provider in Nigeria, is looking for a results-driven and empathetic Call Centre Team Lead to join our growing operations. In this role, you will provide operational leadership to our call center executives, ensuring that enrollees, healthcare providers, and corporate clients receive timely, accurate, and professional support while driving strict adherence to key performance indicators and service standards.
Key Responsibilities- Lead, supervise, and mentor the call center team to deliver exceptional customer service experiences across all communication channels.
- Manage complex customer complaints and service escalations, ensuring thorough investigation and prompt resolution within agreed timelines.
- Coordinate seamlessly with internal departments such as medical operations, provider management, claims, and quality assurance to resolve stakeholder issues.
- Monitor daily call quality, service standards, and compliance while tracking performance metrics and customer data.
- Identify recurring operational challenges, service gaps, and training needs to continuously improve call center efficiency.
- Ensure accurate communication regarding HMO health plans, benefits, exclusions, referrals, and approved healthcare services.
- Bachelor's degree in Nursing, Health Sciences, Healthcare Management, Business Administration, Mass Communication, or a related discipline.
- 3 to 5 years of relevant experience in a call center, contact centre, customer experience, HMO, or insurance environment.
- At least 1 to 2 years of proven experience in a supervisory or team leadership capacity.
- Strong understanding of HMO operations, healthcare service delivery, and CRM technologies.
- Exceptional leadership, conflict resolution, problem-solving, and interpersonal communication skills.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance coverage.
- Opportunities for professional growth and career advancement in the HMO sector.
- A collaborative, dynamic, and technology-driven work environment.