Team Lead, Call Centre

Team Lead, Call Centre

The Call Centre Team Lead will be responsible for supervising and coordinating the day-to-day activities of the Call Centre team, ensuring that enrollees, providers, corporate clients, and other stakeholders receive timely, accurate, and professional support. The role involves driving adherence to service standards, managing complaints and escalations, and maintaining operational readiness.

Responsibilities

• Lead and supervise the call center team
• Drive exceptional customer experience by ensuring prompt, accurate, courteous, and empathetic handling of member, provider, and stakeholder inquiries
• Manage complaints and escalations, ensuring complex, sensitive, and unresolved cases are appropriately investigated, followed up, and closed within agreed timelines
• Ensure accurate communication of HMO services, including health plans, benefits, exclusions, provider information, authorizations, referrals, and approved healthcare services
• 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 or equivalent qualification in Nursing, Health Sciences, Healthcare Management, Business Administration, Mass Communication, Customer Service, Management, or a related discipline
• Minimum of 3–5 years' relevant experience in a Call Centre, Contact Centre, Customer Experience, Healthcare, HMO, Insurance, or related service environment
• At least 1–2 years' experience in a supervisory or team leadership capacity
• Demonstrable experience managing customer complaints, escalations, and service recovery

How to Apply Interested and qualified candidates should forward their CV to recruitment@oceanichealthng.com using the position as subject of email.