Head, Call Centre at Enugu Electricity Distribution Plc (EEDC)

Location: Corporate Headquarters (CHQ), Enugu

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.