Head of Call Centre Unit

Lead ESC Ltd is seeking an experienced Head of Call Centre Unit to lead its customer experience operations, improve service delivery, and drive operational excellence within its HMO call centre.

• Lead and manage the Call Centre team, including Team Leads, Agents, and Quality Assurance staff.
• Oversee inbound and outbound customer support operations for enrollees, providers, and corporate clients.
• Ensure service targets such as SLA, ASA, FCR, CSAT, and Call Abandonment Rate are consistently achieved.
• Develop and improve call scripts, SOPs, and knowledge management resources.
• Handle escalated customer complaints and ensure timely resolution.
• Implement quality assurance processes, compliance standards, and risk management practices.
• Collaborate with Claims, Finance, IT, Provider Network, and other departments to improve customer experience.
• Monitor operational performance and prepare reports and dashboards for executive management.

Bachelor's Degree in Business Administration, Communications, Customer Relationship Management, Social Sciences, or a related field.

Professional certification in Call Centre Management or Customer Experience Management is an added advantage.

7–10 years' experience in customer service or call centre operations, with 3–4 years in a leadership role.

Proven experience managing a medium-to-large call centre team (10+ agents).

Experience in HMO, Health Insurance, Insurance, Banking, or Telecommunications is highly preferred.

Strong leadership, workforce planning, coaching, and performance management skills.

Knowledge of CRM systems, IVR, PBX/ACD platforms, workforce management, and quality assurance tools.

Excellent analytical, communication, stakeholder management, and problem-solving skills.

Proficiency in Microsoft Excel, Word, and PowerPoint.

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