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

Enugu Electricity Distribution Plc (EEDC)Enugu, Nigeria Networking and Tech Support

Full Time

Electric Power development in Nigeria started toward the end of 19th century when the first generating plant of 30KW was installed in the city of Lagos in 1898. From this date onwards and until 1950, the pattern of electricity development was inform of individual electricity under-taking set up in various towns somewhere by Native or Municipal authorities. In 1946, the Nigerian Government Electricity undertaking was established within the then Public Works Development (PWD) to take over the responsibilities for electricity in Lagos State. In 1950 the Government passed the Electricity Corporation of Nigeria Ordinance No.1 of 1950 to integrate power development and make it effective. This ordinance brought all the electricity undertakings and the electricity sections of PWD under control. The Electricity Corporation of Nigeria (ECN) then became the statutory body responsible for Generation, Transmission, Distribution and Sales of Electricity to all consumers in Nigeria. In 1962, the Niger Dams Authority was established by an Act of the Parliament. The Authority was responsible for the construction and maintenance of Dams and other works on the river Niger and elsewhere, generating electricity by means of water, improving navigation and promoting fisheries and irrigation. The Electricity Corporation of Nigeria (ECN) and the Niger Dams Authority (NDA) were merged to become National Electric Power Authority (NEPA) by decree No.24 of 1972. The Authority was to develop and maintain an efficient, co-ordinate an economic system of electricity supply for all parts of the Federation. The Authority generates electricity through two major sources: Hydro and Thermal. The Hydro Power stations are Kainji Hydro Power station with capacity of 760MW, Jebba Hydro Power station with 578.4MW capacity, Shiroro Hydro Power Station 600MW. The Thermal Power stations are: Afam Thermal Power station with 696MW, Lagos thermal power station, Delta IV thermal Power station with 600MW and Sapele Thermal Power station 1020MW. However, the need to reform the Electricity industry necessitated the transformation of NEPA into Power Holding Company of Nigeria (PHCN) in 2004. The Electricity Reform Act of 2005, unbundled PHCN into 11 Distribution companies, 1 Transmission Company and 6 Generation companies. This Reform Act gave birth to Enugu Electricity Distribution Company (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.