Call Center Manager (Head)

Ikeja
February 3, 2026
₦500,000 / month
Full Time
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Job Description

A leading organization in the telecommunications sector is seeking to hire an experienced Call Center Manager (Head) to oversee call center operations in Ikeja, Lagos. This senior leadership role carries clear ownership of Retention, Churn Reduction, and Win-back KPIs, with a strong focus on improving customer loyalty, operational efficiency, and overall service performance.

Salary: N500,000 per month (Negotiable)
Location: Ikeja, Lagos
Employment Type: Full-time
Industry: Telecommunications

Key Responsibilities

  • Lead end-to-end call center operations and daily service delivery.
  • Own and deliver retention, churn reduction, and win-back KPIs.
  • Develop and implement customer retention and loyalty strategies.
  • Monitor performance metrics, analyze trends, and drive continuous improvements.
  • Manage, coach, and motivate team leads and agents to achieve targets.
  • Ensure consistent service quality, compliance with service standards, and high customer satisfaction levels.

Requirements

  • 5–8 years’ experience in call center or customer operations, with leadership exposure.
  • Proven experience managing retention, churn reduction, and win-back KPIs.
  • Strong leadership, analytical, and communication skills.
  • Experience within telecommunications or high-volume service environments is an added advantage.

How to Apply
Interested and qualified candidates should send their CV using “Call Center Manager (Head) – Ikeja, Lagos” as the subject of the email.

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