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Retention Supervisor

3 months ago

Randburg, South Africa Tracker South Africa Full time

**Listing reference**: track_001027

**Listing status**: Online

**Position summary**:
**Industry**:Telecommunication Services**Job category**:IT and Telecommunications**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:No**Introduction**:
Tracker requires the services of a Retention Supervisor in the Direct Sales Department, based in Johannesburg. To lead and manage a team of retention agents, support the goals and objectives of the retention campaigns by ensuring that individual targets are achieved/exceeded, while also contributing toward overall team performance in a consistent, professional and ethical manner.

**Job description**:

- Achievement of retention targets
- Monitors operations to ensure adherence to service level standards and company/department policies and procedures
- Plan and optimise resources needed to meet company defined service standard and campaign targets
- Ensure availability of the Retention call centre agents
- Conduct Real-time monitoring on a continuous basis and coaching of staff
- Provide hands-on support and guidance to the teams ensuring they deliver the required customer experience, quality of service and campaign targets
- Communicate, monitor and maintain performance standards
- Identify, accumulate and analyse statistics that reflect on team’s performance
- Provide regular defined reports and initiatives to improve performance
- Develop and maintain motivation plans to enhance productivity and morale of team
- Attend regular meetings to discuss performance, challenges and remedial plans
- Ensure adherence of schedule at all times
- Responsible for performance appraisals, disciplinary actions, hiring/interviewing of retention agents
- In partnership with retention team, come up with standard FAQ’s and approach to optimize campaigns
- Continuously assess the technical competence of the team and take steps to develop their knowledge and skills for effective retentions
- Identify areas for development to ensure continuous improvement
- Identify opportunities to improve product and service offerings based on the voice of the customer
- Contribute and identify areas for improvement and enforcement of processes and procedures;
- Provide proactive and innovative solutions to drive customer experience
- Completing all Consumer and Business Admin cancellations as and when received
- Compiling month end reports on all retention activities
- Compiling statistics for incentive and commission payments
- Compiling agent productivity stats for cancellations versus retains
- Keep record of all retentions that were qualified for incentive payment
- Ensure that queries are resolved according to the relevant SOP
- Manage all the escalations within the SLA requirements
- Conducting daily checks on the duplicate work items received across the different boxes
- Complete Month-end retention analysis on cancellation reasons and activities to improve the quality of cancellations received
- Achieve reporting deadlines
- Adhere to the company’s quality framework and standards (Data)
- Evaluates the quality of retention calls from customers and provides feedback to agents on areas of improvement
- Conduct a Monthly Performance Health Check with team through a one on one discussion, and performance stats must be attached to each discussion.
- Side by side call assessments
- FAIS Supervision Coaching through one on one discussion or/and a group session
- Remote Call Listening
- Group Coaching - Using Non Adherence offence information or findings from Side by Side Coaching or Topics mentioned in FAIS

**Minimum requirements**:

- Matric
- RE 5
- Full 150 STI Credits
- CPD hours
- Class of Business Certificate (Advantageous)
- Degree and/or diploma in business/marketing(Advantageous)
- 3 or more years retentions/sales experience
- Minimum of 1 year leadership experience in an inbound and outbound environment.
- Experience in Financial Services Industry (Advantageous)
- Excellent knowledge of Tracker systems and processes
- Computer literacy in Microsoft Excel an advantage.

**Benefits**:Medical aid, Provident fund