Finder Nigeria
Saved jobs0My resume
Job is active

Head of Call Centre Unit at LEAD Enterprise Support Company Limited

Salary not specified
Employment type not specifiedExperience not specifiedNigeria
Employer not disclosedNigeria

About this job

Head of Call Centre Unit at LEAD Enterprise Support Company Limited August, 2026 | MyJobMag window.dataLayer = window.dataLayer || []; function gtag(){dataLayer.push(arguments);} gtag('js', new Date()); gtag('config', 'G-SMD4ZL13FW'); @keyframes pulse { 0% { transform: scale(1); } 50% { transform: scale(1.1); } 100% { transform: scale(1); } } @keyframes slide { to { transform: translateX(4px); } } .prompt-link { display: flex; align-items: center; gap: 0.75rem; padding: 0.6rem 0.9rem; background: linear-gradient(to right, #2563eb, #9333ea); color: white; text-decoration: none; border-radius: 9999px; font-weight: 500; box-shadow: 0 10px 15px -3px rgba(0, 0, 0, 0.1); transition: transform 0.3s ease, box-shadow 0.3s ease, background 0.3s ease; } .prompt-link:hover { transform: scale(1.02); box-shadow: 0 20px 25px -5px rgba(0, 0, 0, 0.1); background: linear-gradient(to right, #1d4ed8, #7e22ce); } .icon { width: 20px; height: 20px; } .prompt-link:hover .icon-scan { animation: pulse 2s infinite ease-in-out; } .prompt-link:hover .icon-arrow { animation: slide 0.3s forwards ease-out; }

Nigeria

Jobs Career Advice Post Job

Search for Jobs

AbiaAbujaAdamawaAkwa IbomAnambraBauchiBayelsaBenueBornoCross RiverDeltaEbonyiEdoEkitiEnuguGombeImoJigawaKadunaKanoKatsinaKebbiKogiKwaraLagosNasarawaNigerOgunOndoOsunOtherOyoPlateauRiversSokotoTarabaYobeZamfara

Administration / FacilitiesAgriculture / Agro-AlliedArt / Crafts / LanguagesAviation / AerospaceBankingBursary and ScholarshipsCaregiver / Nanny / Social WorkersCatering / ConfectioneryConstruction and Site EngineeringConsultancyContent, Editorial and JournalismCustomer Care, Success and ServiceData, Business Analysis and AIDrivingEducation / Teaching / TrainingEngineering / TechnicalEnvironment Health and SafetyFinance / Accounting / AuditFood, Beverage and HospitalityGeneralGraduate JobsHuman Resources / HRICT / ComputerInsuranceInternships Janitorial ServicesLegal and RegulatoryLogisticsManufacturingMarketing and CommunicationMedia Production and EntertainmentMedical / HealthcareNGO/Non-ProfitOil and Gas, Energy and MiningPharmaceuticalProcurement / Store-keeping / Supply ChainProduct ManagementProject and Program ManagementReal EstateResearch and DevelopmentRFP / RFQ / EOIRisk Management and ComplianceSales and Business DevelopmentScienceSecurity / IntelligenceShipping and MaritimeSports, Fitness and Personal CareStrategic and Top ManagementTravels and ToursUX, Design and ArchitectureVolunteer

BA/BSc/HNDFirst School Leaving CertificateMBA/MSc/MANCEONDOthersPhD/FellowshipProfessional CertificateSecondary School (SSCE)Vocational

Close

Detailed Search

X

Send this job to a friend

Type the email of your friend Enter your email Type Your Email Message I think you may be interested in this position - Head of Call Centre Unit at LEAD Enterprise Support Company Limited. This is the link: https://www.myjobmag.com/job/head-of-call-centre-unit-lead-enterprise-support-company-limited-1?utm_source=email_friend. Copy and paste link on browser if link is not working. Check it out!

X

Did you notice an error or suspect this job is scam? Tell us.

Enter your email Type Your Message

(adsbygoogle = window.adsbygoogle || []).push({});

  • Posted: Aug 5, 2026

    Deadline: Not specified

    • @gmail.com
    • @yahoo.com
    • @outlook.com

  • (adsbygoogle = window.adsbygoogle || []).push({});

    LEAD Enterprise Support Company Limited is a foremost Human Resources Solutions organization with many years of cumulative experience and expertise. We are prolific in Outsourcing, Recruitment, Head hunting and HR Advisory. We are a multi-sectorial servicing company, with landmark service deliverables to our clients in varied industries.

    Head of Call Centre Unit

    Job Overview

    • We are seeking to recruit an experienced and results-drivenHead of Call Centre Unitto provide strategic and operational leadership for its Customer Experience function.
    • The successful candidate will be responsible for driving service excellence by ensuring the delivery of high-quality, timely, and empathetic customer support to enrollees, healthcare providers, corporate clients, and other stakeholders.
    • The role requires a strong leader with proven expertise in call centre operations, workforce management, quality assurance, customer experience, and continuous process improvement.

    Key Responsibilities
    Leadership & Team Management:

    • Provide strategic leadership, direction, coaching, and performance management to the Call Centre team, including Team Leads, Call Centre Agents, and Quality Assurance personnel.
    • Set clear performance objectives and conduct regular performance reviews, coaching sessions, and staff development initiatives.
    • Ensure optimal workforce planning, staffing, scheduling, and resource allocation to consistently meet service level targets.
    • Foster a high-performance, customer-focused culture built on accountability, collaboration, empathy, and continuous improvement.

    Call Centre Operations & Service Delivery:

    • Oversee all inbound and outbound call centre operations relating to enrollee enquiries, claims status, authorizations, provider support, complaints, and general service requests.
    • Ensure the Call Centre consistently meets or exceeds established Service Level Agreements (SLAs), including:Average Speed of Answer (ASA), Call Abandonment Rate, First Call Resolution (FCR), Customer Satisfaction (CSAT).
    • Monitor real-time and historical call performance and implement corrective actions where necessary.
    • Develop, review, and continuously improve call scripts, Standard Operating Procedures (SOPs), and knowledge management resources.
    • Manage escalated customer complaints and ensure prompt and satisfactory resolution.

    Quality Assurance, Compliance & Risk Management:

    Management

    • Develop and implement a comprehensive Quality Assurance framework, including call monitoring, evaluations, calibration sessions, and coaching.
    • Ensure compliance with NHIA regulations, data protection laws, company policies, and ethical standards.
    • Maintain accurate documentation of customer interactions, complaints, resolutions, and audit records.
    • Identify, assess, and mitigate operational, compliance, and reputational risks within the Call Centre.

    Stakeholder Engagement & Continuous Improvement:

    • Collaborate with Claims, Provider Network, Enrolment, Finance, IT, and other business units to resolve service issues and improve customer experience.
    • Analyse customer feedback, complaint trends, and operational data to identify improvement opportunities.
    • Champion the effective use of Call Centre technologies, including CRM platforms, PBX/ACD systems, IVR, ticketing systems, workforce management tools, and reporting dashboards.
    • Prepare and present operational reports, service insights, and performance dashboards to Executive Management.

    Key Performance Indicators (KPIs)

    • Success in this role will be measured by:
    • Service Level Achievement
    • Average Speed of Answer (ASA)
    • Call Abandonment Rate
    • First Call Resolution (FCR)
    • Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
    • Quality Assurance Scores
    • Average Handle Time (AHT)
    • Complaint Resolution Turnaround Time
    • Staff Productivity and Attrition Rate
    • Training and Compliance Completion Rate
    • Accuracy and Timeliness of Operational Reports

    Requirements

    • Bachelor's Degree in Business Administration, Communications, Customer Relationship Management, Social Sciences, or a related discipline.
    • Professional certification in Call Centre Management, Customer Experience Management, or a related field is an added advantage.
    • 7–10 years' progressive experiencein customer service or call centre operations, with at least3–4 years in a leadership or supervisory role.
    • Proven experience managing a medium-to-large call centre team (preferably 10 or more agents).
    • Previous experience within theHealth Insurance, HMO, Insurance, Banking, or Telecommunicationsindustry is highly preferred.
    • Demonstrated success in improving service delivery, operational efficiency, customer satisfaction, and team performance.

    Skills & Competencies:

    • Strong leadership, coaching, mentoring, and people management skills.
    • Excellent verbal and written communication skills with a strong customer-centric mindset.
    • Strong analytical and problem-solving skills, with the ability to interpret operational data and performance dashboards.
    • Practical knowledge of call centre technologies, including CRM systems, IVR, PBX/ACD platforms, workforce management tools, and quality assurance systems.
    • Good understanding of health insurance operations, claims processes, provider management, and customer journeys is an added advantage.
    • Ability to manage escalations professionally while maintaining composure under pressure.
    • High level of integrity, confidentiality, and commitment to ethical service delivery.
    • Proficiency in Microsoft Office Suite, particularly Excel, PowerPoint, and Word.

    Personal Attributes:

    • Customer-focused with a genuine passion for delivering exceptional service.
    • Strong leadership presence with the ability to motivate and inspire teams.
    • Results-oriented, proactive, and accountable.
    • Excellent interpersonal and relationship management skills.
    • Resilient, adaptable, and able to thrive in a fast-paced environment.
    • Strong collaboration and stakeholder management capabilities.
    • Continuous improvement mindset with a commitment to operational excellence.

    (adsbygoogle = window.adsbygoogle || []).push({});

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to LEAD Enterprise Support Company Limited on docs.google.com to apply

    Build your CV for free. Download in different templates.

  • Share

  • .tg-subscribe{display:flex;flex-wrap:wrap;align-items:center;gap:10px;clear:both;margin:12px 0;padding:12px 14px;border:1px solid #d8dee5;border-radius:6px;background:#f7f9fb;}.tg-subscribe span{flex:1 1 200px;}.tg-subscribe a{display:inline-block;padding:10px 16px;background:#2481cc;color:#ffffff;border-radius:4px;text-decoration:none;}@media (max-width:520px){.tg-subscribe a{display:block;width:100%;text-align:center;box-sizing:border-box;}}

    Get new Customer Care, Success and Service jobs like this on Telegram.Subscribe on Telegram

  • Send your application

    Your Name Your Email Your Phone Number Your Current Location Abia Abuja Adamawa Akwa Ibom Anambra Bauchi Bayelsa Benue Borno Cross River Delta Ebonyi Edo Ekiti Enugu Gombe Imo Jigawa Kaduna Kano Katsina Kebbi Kogi Kwara Lagos Nasarawa Niger Ogun Ondo Osun Other Oyo Plateau Rivers Sokoto Taraba Yobe Zamfara Subject of your Application Your cover letter

    Attach your CV/Doc

    Join our WhatsApp Community Back To Home

    View Current Vacancies at LEAD Enterprise Support Company Limited

Jobs You Might Be Interested in

Find Your Dream Job!
Signup and complete your profile so we can match you with the right employer

  • @gmail.com
  • @yahoo.com
  • @outlook.com

Related Companies Hiring Now

Career Advice

View All Career Advice

(adsbygoogle = window.adsbygoogle || []).push({});

Subscribe to Job Alert

Join our happy subscribers

  • @gmail.com
  • @yahoo.com
  • @outlook.com

About Contact Privacy Policy Terms [email protected] Copyright © 2026 MyJobMag

/* First party identity cookie fallback for pages where PHP could not set it. */ (function () { if (!/(^|; )mjm_p=[0-9a-f]{40}/.test(document.cookie)) { var b = new Uint8Array(20); (window.crypto || window.msCrypto).getRandomValues(b); var t = Array.prototype.map.call(b, function (x) { return ('0' + x.toString(16)).slice(-2); }).join(''); var d = new Date(); d.setTime(d.getTime() + 365 * 86400 * 1000); document.cookie = 'mjm_p=' + t + ';expires=' + d.toUTCString() + ';path=/;SameSite=Lax' + (location.protocol === 'https:' ? ';Secure' : ''); } })(); window.WPUSH_CFG = { vapid: "BBoSD3sQU8DtltcGAIMYOJtzP61dwmYtPP3pC7OFu8ckOBHeQW-k5y3xkNXetOUZAPuOYAAXC27w9dwg-u3S1fY", country: 1, prefsUrl: '/push/preferences.php' };

Send your application through

Gmail Yahoomail

//setTimeout('abcdload()',2000); var ele = document.getElementById('tooltip'); var sel = window.getSelection(); var rel1= document.createRange(); rel1.selectNode(document.getElementById('cal1')); var rel2= document.createRange(); rel2.selectNode(document.getElementById('cal2')); document.getElementById("printable").addEventListener('mouseup', function(e) { if (!sel.isCollapsed) { // debugger; if(validateEmail(sel)) { //if(document.getElementById('cal3').innerText !=sel ){ pointer =0; } //document.getElementById('cal3').innerText=sel; var r = sel.getRangeAt(0).getBoundingClientRect(); var rb1 = rel1.getBoundingClientRect(); var rb2 = rel2.getBoundingClientRect(); ele.style.top = (r.bottom - rb2.top)*100/(rb1.top-rb2.top) + 'px'; ele.style.left = (r.left - rb2.left)*100/(rb1.left-rb2.left) + 'px'; var links=ele.getElementsByTagName('a'); for (var i = 0; i < links.length; i++) { var s = links[i].href; var ar=links[i].href.split('to='); links[i].href=ar[0]+'to='+sel; } ele.style.display = 'block'; } } event.preventDefault(); }); window.addEventListener('mousedown', function () { }); document.body.onmousedown = function(e) { var crtElem = e.target; while (crtElem != null && crtElem != ele) { crtElem = crtElem.parentNode; } if (crtElem != ele) { ele.style.display = 'none'; } } window.OneSignalDeferred = window.OneSignalDeferred || []; OneSignalDeferred.push(async function(OneSignal) { await OneSignal.init({ appId: "1303cfc0-76b0-4cee-aa4e-a39538e2319a", }); }); (function(){function c(){var b=a.contentDocument||(a.contentWindow&&a.contentWindow.document);if(b){var d=b.createElement('script');d.innerHTML="window.__CF$cv$params={r:'a38eace7c8420e32',t:'MTc4OTA0NTg1Mw=='};var a=document.createElement('script');a.src='/cdn-cgi/challenge-platform/scripts/jsd/main.js';document.getElementsByTagName('head')[0].appendChild(a);";b.getElementsByTagName('head')[0].appendChild(d)}}if(document.body){var a=document.createElement('iframe');a.height=1;a.width=1;a.style.position='absolute';a.style.top=0;a.style.left=0;a.style.border='none';a.style.visibility='hidden';document.body.appendChild(a);if('loading'!==document.readyState)c();else if(window.addEventListener)document.addEventListener('DOMContentLoaded',c);else{var e=document.onreadystatechange||function(){};document.onreadystatechange=function(b){e(b);'loading'!==document.readyState&&(document.onreadystatechange=e,c())}}}})();

Market insight

1 200 000 ₦

Based on 67 offers with salary for this country

Full salary breakdown

Similar jobs

Learners Crest Schools Nigeria ·

Minders

Salary not specified
Nigeria
Learners Crest Schools Nigeria ·

Security Personnel

Salary not specified
Nigeria
Showers Christian High School Port Harcourt ·

Further Maths Teacher

Salary not specified
Port Harcourt
Showers Christian High School Port Harcourt ·

Chemistry Teacher

Salary not specified
Port Harcourt
Showers Christian High School Port Harcourt ·

Physics Teacher

Salary not specified
Port Harcourt

Frequently asked questions

What salary can I expect?

This listing does not show a salary. Similar roles in Nigeria often pay around 1 200 000 ₦ (median of 67 offers).

How do I apply for this job?

Open the original source page and contact the employer there. Finder never charges job seekers.

Are these jobs up to date?

Yes. Finder regularly refreshes vacancies from public sources and removes closed offers.

We use cookies to make Finder easier to use.