Head, Call Centre Services in Abuja, Nigeria

at Insiteful Solutions

ICT / Telecommunications
Administration & Office Support
Minimum Qualification
Bachelor's Degree
Required Experience
3 - 5 years
Employment Type
Full Time
Male or Female

Job Description

  • The Head of call centre services is responsible for ensuring all KPIs within the unit are met, direct management of all call centre staff and ensuring all total quality management systems are maintained by carrying out the following duties:
  • Creation of call centre standard operating systems, scripts and total quality management systems
  • Creation and maintenance of groups and teams within the call centre
  • Identifying and support subject matter experts who will handle escalations and customer retention
  • Creating and deploying reward and motivational schemes within the call centre
  • Ensuring relevant learning and training sessions are carried out at regular intervals
  • Direct supervision of senior call centre staff
  • Monitor call centre representatives and identify high and low performers by tracking their calls, customer satisfaction levels and general performance at work
  • Monitor random calls to improve quality, minimize errors and track operative performance
  • Review performance of staff, identifying training needs and planning training sessions
  • Record statistics, user rates and the performance levels of the centre and preparing reports
  • Handle the most complex customer complaints or enquiries
  • Organize staffing, including shift patterns and the number of staff required to meet demand
  • Forecast and analyze data against budget figures on a weekly and/or monthly basis
  • Improve performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products
  • Take calls that agents can't handle and be available when an agent appears to need assistance.
  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.



  • Ability to communicate appropriately and effectively with clarity both orally and in writing.
  • A strong customer focus and excellent telephone manner;
  • The ability to work well in teams;
  • Leadership skills and the ability to motivate and develop staff;
  • A desire to help others work towards targets and develop their skills;
  • Confidence and a good business sense;
  • Ability to set, meet and exceed targets;
  • A focused and self-motivated approach to work;
  • Ability to manage change
  • Strong dedication to customer service
  • A proven track record of managing a call centre


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