Co-Manager, Wellness Service (Call Centre / Clinical Programs) at Intersect Consortium

Intersect Consortium is a world-class organization that provides services and products for high-quality mental health, technology and medical equipment sales. Our purpose is to make a timely and long-lasting difference in the lives of individuals and families we support. Our treatment programs have mainly been developed by clinicians working in America, United Kingdom, and Nigeria.

We are recruiting to fill the position below:

Job Title: Co-Manager, Wellness Service (Call Centre / Clinical Programs)

Location: Abuja (FCT)
Employment Type: Full-time

Position Summary

• The Co-Manager will work closely with the current Manager to ensure the Wellness Service runs effectively and meets expected standards.
• This role focuses on overseeing daily operations, supporting staff, improving service quality, and ensuring both call centre and clinical services are delivered efficiently and professionally.
• The Co-Manager will share responsibility for team performance, service delivery, and client satisfaction.

Key Responsibilities
Call Centre Management:

• Oversee the day-to-day running of the call centre together with the Manager
• Support scheduling, shift planning, and team availability
• Monitor call activity and ensure timely and professional responses
• Ensure client issues and complaints are logged, followed up on, and resolved quickly
• Step in to manage operations when needed and ensure continuity of service
• Review performance data (call volumes, response times, service levels) and flag concerns early
• Help improve systems and processes to make the service more efficient

Quality Assurance:

• Monitor call quality through listening and evaluation and update call monitoring log in real-time
• Provide regular documented feedback to agents on performance.
• Identify and address areas for improvement in call handling procedures.
• Track individual agent performance metrics, including adherence to schedules, call handling quality, and performance against set goals.
• Working with the Wellness Management team to develop and update quality assurance standards and procedures.

Training:

• Organise and oversee a structured and comprehensive induction program for agents, including the development and delivery of Standard Operating Procedures (SOPs) for the call centre, customer service training, and other relevant onboarding materials.
• Ensure that all new agents are fully onboarded and proficient in procedures before they begin handling calls independently.
• Work with the HR Department and Qactrep to develop an Annual Training Calendar and organise and conduct training sessions to enhance team skills and knowledge.
• Track training dates, topics, and attendance of training sessions and record feedback and assessments from these sessions.

Clinical Programs:

• Design and update clinical programs and treatment protocols to ensure they are evidence-based and meet the needs of patients for each wellness clinical program.
• Working with Qactrep, create and deliver training programs to enhance the clinical skills and knowledge of call centre agents.
• Liaise with the clinical and psychology leads of the units to organise clinical training for the counsellors
• Track the quality and efficiency of clinical services, noting any deviations from standards or required improvements.

Service Development:

• Working with the Wellness manager, design and launch new programs and initiatives that align with client needs and market demands.
• Oversee the implementation of new programs, ensuring they are delivered effectively and meet client expectations.
• Evaluate and improve existing services to enhance their effectiveness and appeal to clients.
• Set up and manage a system to collect and review feedback from clients and team members. Use this feedback to improve service and operation
• Record details of client complaints, including the nature of the issue, resolution steps taken, and the outcome. Include timestamps for when issues were reported and resolved.
• Document instances where issues were escalated beyond the call centre, noting the reason for escalation, actions taken, and the resolution status.

Business Development & Growth:

• Work closely with the business team and management to support growth of the Wellness Service
• Identify opportunities to improve existing services and develop new ones
• Help design and package services into clear, marketable offerings (e.g. employee wellness, school wellness, family support programs)
• Support the development and execution of strategies to reach new clients and markets
• Contribute to preparing proposals, presentations, and pitches for potential clients and partners
• Participate in meetings with prospective clients where needed
• Monitor progress of all business development activities and report regularly to management

Wellness Counselling:

• Providing psychosocial support to clients virtual and in-person
• Maintain complete and accurate records of work performed through case notes, client record forms and database entries.
• Evaluating patients' physical and mental behaviours and health.
• Developing appropriate treatment, recovery plans, and goal-setting.
• Provide therapeutic interventions to individuals, groups, and families as needed.
• Facilitating individual and group therapy sessions.
• Monitoring patients over time to assess treatment progress.
• Help our clients build coping mechanisms for stressful situations they encounter on the job and off the job.
• Work as part of an in-house team that offers oorganiseur employees guidance and resources for avoiding burnout and other risks.
• Be responsible for answering incoming customer calls, utilizing company policies to solve client issues and directing calls to the managerial and clinical team when necessary.
• Perform initial assessment, and intervention and make appropriate referrals of clients to our other services when necessary.
• Perform any other related duties as may be decided by the organisation.

Education & Experience

• Master’s degree in Clinical Psychology (required)
• Minimum of 5 years’ relevant experience in counselling, mental health, or wellness services
• Experience working in a call centre, EAP, or structured wellness program is an advantage
• Experience supervising or managing a team is strongly preferred

Skills & Competencies:

• Strong leadership and team management skills
• Ability to manage both operations and clinical service delivery
• Good decision-making and problem-solving skills
• Ability to handle sensitive client issues professionally and calmly
• Strong communication skills (written and verbal).

Application Closing Date
28th April,2026.

How to Apply
Interested and qualified candidates should send their CV and Cover Letter to: hr@intersectconsortium.com using "Co-Manager Wellness Service" as the subject of the email.