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Retentions Team Manager

1 month ago

Umhlanga, KwaZulu-Natal, South Africa Rewardsco (Pty) Ltd Full time
We are seeking a skilled
Retentions Team Manager for the Customer care.

This individual will manage daily processes, monitor resources, report real-time daily stats and issues to the Retentions Manager, motivate, coach, lead and drive positive agent behaviour.

In addition, the successful incumbent will be responsible for driving both individual and team performance daily to achieve the required targets.

Contribute to developing a world-class retentions team to support the growth objectives of the department.

Key Accountabilities:

  • Manage the retentions staff and the retentions work stream
  • Develop and implement employee training programs aimed at improving employee performance on the job
  • Review employee performance records to to ensure performance metrics are met
  • Provide regular feedback to employees on their performance to help them improve their skills and meet company goals
  • Manage all retention queues and all queries related to retentions of orders
  • Ensure you attend relevant stakeholder meetings.
  • Flag any system issues with the relevant departments
  • Create cohesion among staff to foster a productive and highperforming work environment.
  • Provide coaching and motivation to drive highperformance and positive agent behavior.
  • Delegates and leverages resources to achieve results in the most efficient and effective manner
  • Create schedules, monitor and report on schedule adherence
  • Generates innovative ideas that are strategically sound and progressive.
  • Provide realtime reporting to positively influence departmental and business decisions and to direct line management to circumvent the resolution process.
  • Anticipate clients' needs based on a strong understanding of the contact center industry and marketplace.

SPECIFIC SKILLS REQUIRED

  • Knowledge of call center processes and methodologies
  • Demonstrate the ability to lead and manage people
  • Demonstrate a strong ability to influence and negotiate
  • Strong problem solving organizational and negotiation skills
  • Ability to communicate at all levels effectively, clearly, and convincingly within the company and with customers and suppliers both verbally and in writing
  • Customer Service oriented
  • Ability to think creatively & innovatively within area of accountability
  • Efficient in MS Office, Account Management Systems and Inbound & Outbound Systems
  • Good numerical skills with a strong attention to detail
  • Ability to work in a highly competitive and dynamic environment

TECHNICAL KNOWLEDGE
-
2 years recent retentions management experience within a call centre environment.

  • If internal applicant
  • Must have achieved a 95 % attendance average over the last 3 months and have no disciplinary issues on file

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