Call Center Manager (Head- Retention and Customer Operation) at Ascentech Services Limited

Job Summary

• We are seeking an experienced Call Center Manager (Head – Retention & Customer Operations) to lead and optimize call center operations in Ikeja, Lagos.
• This role has full ownership of Customer Retention, Churn Reduction, and Win-back KPIs and will be directly responsible for improving customer loyalty, lifetime value, and operational performance.
• The ideal candidate will have proven experience driving retention-focused metrics within a high-volume service environment.

Requirements

• 5 – 8 years’ experience in call center or customer operations, with leadership responsibility
• Proven track record managing retention and churn KPIs
• Strong analytical skills and experience using performance data to drive decisions
• Demonstrated success leading and developing high-performing teams
• Excellent communication and stakeholder management skills
• Telecom or high-volume service industry experience is an advantage.