Team Lead, Call Centre

Oceanic Health is seeking a Call Centre Team Lead to supervise and coordinate day-to-day activities of the Call Centre team — ensuring enrollees, providers, corporate clients, and other stakeholders receive timely, accurate, and professional support. The role provides operational leadership to call center executives, drives adherence to service standards and KPIs, and ensures effective resolution of inquiries, complaints, and escalations.

Responsibilities

• Lead and supervise the call center team
• Drive exceptional customer experience through prompt, accurate, and empathetic handling of inquiries
• Manage complaints and escalations, ensuring timely investigation and resolution
• Ensure accurate communication of HMO services, benefits, and authorizations
• Coordinate with healthcare providers and internal departments
• Monitor call quality, service standards, and compliance
• Track and analyze call center performance and customer data
• Identify recurring service gaps and operational challenges
• Maintain operational readiness and continuity

Requirements

• Bachelor's degree in Nursing, Health Sciences, Healthcare Management, Business Administration, Mass Communication, Customer Service, Management, or related discipline
• Minimum of 3–5 years' relevant experience in a Call Centre, Customer Experience, Healthcare, HMO, or Insurance environment
• At least 1–2 years' experience in a supervisory or team leadership capacity
• Experience within an HMO, healthcare, insurance, or hospital environment is an advantage
• Demonstrable experience managing complaints, escalations, and service recovery
• Strong leadership, people management, and team development skills
• Excellent verbal, written, and interpersonal communication skills
• Strong problem-solving and conflict resolution skills
• Good understanding of HMO operations and call center/CRM technologies

How to Apply Send your CV to recruitment@oceanichealthng.com using the position as the subject of the email.