Head of Call Center Unit

About the role

The Head of Call Center Unit will lead a dedicated team of team leads, agents and QA staff to deliver high‑quality customer service for a healthcare organisation. You will be responsible for ensuring service level targets are met while fostering a culture of empathy, accountability and continuous improvement.

Key responsibilities

• Provide overall leadership, coaching and performance management for the call centre team.
• Plan staffing, shifts and workforce optimisation to meet peak and off‑peak demand.
• Oversee inbound and outbound operations covering enrollee enquiries, claims, authorisations, provider issues and complaints.
• Monitor and improve SLA metrics such as average speed of answer, abandonment rate, first‑call resolution and customer satisfaction.
• Develop and maintain call scripts, knowledge bases and standard operating procedures.
• Design and run a Quality Assurance framework including call monitoring, scoring and coaching.
• Ensure compliance with NHIA regulations, data protection and internal policies.
• Collaborate with claims, provider network, enrolment, finance and other units to resolve cross‑functional issues.
• Analyse call drivers and feedback to recommend process or system improvements.
• Prepare regular performance reports for senior management.

Required profile

• Mid‑level professional with at least 96 months (8 years) of relevant experience.
• Proven leadership and team‑management capabilities.
• Strong analytical mindset and ability to drive continuous improvement.
• Excellent communication and stakeholder‑management skills.

Required skills

• PBX/ACD systems
• Customer Relationship Management (CRM) platforms
• Ticketing systems
• Workforce management tools
• Reporting and analytics tools

What we offer

• Competitive salary ranging from NGN 250,000 to NGN 400,000 per month.
• Leadership role in a growing healthcare call centre.
• Opportunities for professional development and performance‑based incentives.