Head, Call Centre in Corporate Headquarters, Enugu

The Enugu Electricity Distribution Company (EEDC) is one of the eleven electricity distribution companies that emerged after the unbundling of the defunct Power Holding Company of Nigeria (PHCN).The company is saddled with the primary responsibility of distributing and marketing electricity to end users within the five states in the South-East geo-political zone; namely: Abia, Anambra, Ebonyi, Enugu and Imo, with a total of 18 Business Districts offices across these States.

We are recruiting to fill the position below:

Job Title: Head, Call Centre

Location: Corporate Headquarters (CHQ), Enugu
Employment Type: Full-time

Job Purpose

• The Head of Call Center will oversee the strategic, operational, and technological management of EEDC’s centralized customer contact center serving all SubCos.
• The role will ensure that all customer interactions via phone, email, social media, and digital platforms are handled efficiently, professionally, and in line with regulatory and corporate service standards.
• The incumbent will drive service excellence, performance optimization, digital automation, and customer satisfaction across the group.

Key Responsibilities

• Develop and implement the call center’s overall strategy, service standards, and performance goals aligned with EEDC’s customer service objectives.
• Ensure seamless integration of customer care operations across all five SubCos. Drive a culture of customer centricity, accountability, and continuous improvement.
• Oversee daily operations of the multi-channel call center, ensuring efficient response to customer inquiries, complaints, fault reporting, billing issues, and new service requests.
• Establish and monitor Key Performance Indicators (KPIs) such as Average Handling Time (AHT), First Call Resolution (FCR), Service Level Agreement (SLA) compliance, and Customer Satisfaction Scores (CSAT).
• Coordinate with the regional Customer Service Managers of each SubCo to ensure uniform service delivery.
• Manage deployment and optimization of the Customer Relationship Management (CRM) platform and call center infrastructure including IVR, telephony systems, chatbots, and ticketing tools.
• Lead digital transformation initiatives including AI-driven self-service options, automation of fault reporting, and integration with prepaid and postpaid systems.
• Develop call monitoring frameworks and ensure adherence to EEDC’s service charters and NERC’s Customer Service Standards.
• Supervise periodic audits, service reviews, and training programs to maintain service consistency.
• Ensure data security, confidentiality, and compliance with all regulatory requirements.
• Recruit, train, and motivate call center personnel to deliver professional, empathetic, and efficient service.
• Implement capacity development programs, coaching sessions, and career growth paths for call center agents and team leads.
• Foster teamwork, discipline, and performance-based recognition.
• Prepare and present periodic reports to senior management detailing performance metrics, trends, challenges, and improvement plans.
• Liaise with IT, Billing, Network Operations, and Commercial departments to ensure timely resolution of customer issues.
• Coordinate escalation protocols for high-impact customer cases and network emergencies.

Qualifications

• Bachelor’s Degree in Business Administration, Humanities, Electrical Engineering, Information Technology, or related field, with strong emphasis on information technology skills; a Master’s Degree is an added advantage
• Minimum of 5 years’ customer service/contact center experience, including 3 years in leadership and call center operations, training, or quality assurance.
• Experience in power, telecom, or financial services is an advantage.
• Proficient in CRM systems, data analytics, and contact center tools (Avaya, Genesys, Freshdesk).
• Strong PC skills (MS Word, PowerPoint, Excel).
• Excellent communication and interpersonal skills.
• Solid knowledge of customer care processes and techniques.
• Analytical, organized, results-oriented, and adaptable to change.
• Strong leadership, team management, and time management skills.
• Positive, service-driven, and dedicated to delivering exceptional results for EEDC.

Application Closing Date
13th October, 2025.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Note

• Only shortlisted applicants will be contacted.
• The HR Department reserves the right not to provide status updates on all applicants but all successful applicants will receive a communication after the completion of the selection process.