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.