Head, Call Centre - Lekki, Lagos State
3 hours ago
Job description
Job Title: Head, Call Centre Operations
Industry: Call Centre
Location: Awoyaya, Lagos
Employment Type: Full-time
Salary: Negotiable
Job Summary:
We are seeking an experienced Head of Call Centre Operations to lead and optimize large-scale contact centre operations, drive service excellence, manage performance, and ensure delivery of agreed SLAs in a fast-paced telecom environment.
Key Responsibilities:
Provide strategic and operational leadership for all call centre activities.
Drive achievement of KPIs including SLA, AHT, CSAT, occupancy, and shrinkage.
Lead and develop call centre managers, team leads, WFS, QAs, and training teams.
Oversee customer experience, quality assurance, and complaint resolution.
Manage operational budgets, cost controls, and productivity improvement initiatives.
Ensure compliance with telecom regulations, data protection, and internal policies.
Act as key liaison with clients, partners, and executive management.
Requirements:
Bachelor's degree in a relevant discipline (Master's or professional certification is a plus).
Minimum of 10 years progressive experience in call centre or telecom operations, with 5+ years in a senior leadership role.
Strong understanding of call centre KPIs, WFM, and performance management.
Proven ability to lead large teams and deliver results at scale.
Kindly forward your CV to
, using the job title as the subject of your email. Please note that only shortlisted candidates will be contacted.
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