Call Center Manager (Head) at Ascentech Services Limited

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 KPIsDevelop 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.