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.
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: [email protected] using “Co-Manager Wellness Service” as the subject of the email.
