Head of Unit - Call Centre

Job title : Head of Unit – Call Centre

Purpose

• The Head of Unit – Call Centre is responsible for providing strategic and operational leadership to the Call Centre.
• The role ensures the delivery of high-quality, timely, and empathetic customer service to enrollees, providers, corporate clients, and other stakeholders through efficient call handling, effective team management, robust quality assurance, and continuous process improvement.
• The incumbent will drive service excellence, protect the organisation’s reputation, and support the achievement of customer experience and operational goals.

Key Responsibilities
Leadership & Team Management

• Provide overall leadership, direction, coaching, and performance management to the Call Centre team (Team Leads, Agents, and QA staff).
• Set clear performance expectations, conduct regular one-on-ones, and manage appraisal, development, and disciplinary processes in line with company policy.
• Ensure adequate staffing levels, shift planning, and workforce optimisation to meet service level targets across peak and off-peak periods.
• Foster a positive, high-performance culture focused on empathy, accountability, and continuous improvement.

Operations & Service Delivery:

• Oversee all inbound and outbound call centre operations relating to enrollee enquiries, claims status, authorisations, provider issues, complaints, and general information.
• Ensure the Call Centre consistently meets or exceeds defined Service Level Agreements (SLAs), including Average Speed of Answer, Abandonment Rate, First Call Resolution, and Customer Satisfaction scores.
• Monitor real-time and historical queue performance and take proactive corrective action.
• Develop, implement, and continuously refine call centre scripts, knowledge base, and standard operating procedures (SOPs).
• Manage escalation pathways for complex or sensitive cases and ensure timely resolution.

Quality Assurance, Compliance & Risk:

• Design and implement a robust Quality Assurance framework, including call monitoring, scoring, calibration sessions, and coaching.
• Ensure all interactions comply with NHIA regulations, data protection requirements, internal policies, and ethical standards.
• Maintain accurate records of calls, complaints, and resolutions for audit and regulatory purposes.
• Identify and mitigate operational, reputational, and compliance risks within the Call Centre.

Stakeholder Management & Continuous Improvement:

• Work closely with Claims, Provider Network, Enrolment, Finance, and other units to resolve cross-functional issues affecting enrollees and providers.
• Analyse call drivers, complaint trends, and customer feedback to identify root causes and recommend process or system improvements.
• Champion the adoption and effective use of the Call Centre technology stack (PBX/ACD, CRM, ticketing, workforce management, and reporting tools).
• Prepare and present regular performance reports and insights to senior management.

Key Performance Indicators (KPIs)

• Service Level (e.g., % of calls answered within agreed threshold)
• Average Speed of Answer (ASA) and Call Abandonment Rate
• First Call Resolution (FCR) rate
• Customer Satisfaction (CSAT) / Net Promoter Score (where measured)
• Quality Assurance scores (average call quality score)
• Average Handle Time (AHT) within acceptable range
• Complaint resolution turnaround time
• Staff attrition rate within the Call Centre
• Mandatory training and compliance completion rate for the team
• Accuracy and timeliness of management reports

Requirements

• Bachelor’s Degree in Business Administration, Communications, Customer Relationship Management, Social Sciences, or a related field.
• Professional certification in Call Centre Management, Customer Experience, or related discipline is an added advantage.
• 7–10 years’ progressive experience in customer service or call centre operations, with at least 3–4 years in a leadership/supervisory role.
• Proven experience managing a medium-to-large call centre team (preferably 10+ agents).
• Prior experience in the health insurance, HMO, insurance, banking, or telecoms industry is strongly preferred.
• Demonstrable track record of improving service levels, quality scores, and team performance.

Skills & Competencies:

• Strong leadership, coaching, and people-management skills.
• Excellent verbal and written communication skills with a customer-centric mindset.
• Strong analytical ability – comfortable with data, dashboards, and root-cause analysis.
• Working knowledge of call centre technologies (ACD, IVR, CRM, workforce management, QA tools).
• Understanding of health insurance / HMO operations, claims processes, and enrollee journey is highly desirable.
• Ability to remain calm under pressure and manage escalations professionally.
• High integrity, confidentiality, and commitment to ethical service delivery.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and reporting tools.

Personal Attribute:

• Empathetic and patient, with genuine care for customer experience.
• Results-oriented and accountable.
• Resilient and adaptable in a fast-paced, high-volume environment.
• Collaborative team player who builds strong cross-functional relationships.
• Proactive problem-solver with a continuous improvement mindset.