Priority Role
Job Summary
We are seeking an experienced Call Center Manager (Head) to lead call center operations in Ikeja, Lagos, with clear ownership of Retention, Churn Reduction, and Win-back KPIs. The role focuses on improving customer loyalty, operational efficiency, and overall performance.
Key Responsibilities
- Lead end-to-end call center operations
- Own and deliver retention, churn reduction, and win-back KPIs
- Develop and execute customer retention strategies
- Monitor performance metrics and drive improvements
- Manage, coach, and motivate team leads and agents
- Ensure service quality and customer satisfaction
Requirements
- 5–8 years’ experience in call center/customer operations, with leadership exposure
- Proven experience managing retention and churn KPIs
- Strong leadership, analytical, and communication skills
- Telecom or high-volume service experience is an advantage
How to Apply
Send CV to cv@ascentech.com.ng