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Team Leader/retentions

5 months ago

Cape Town, South Africa Isonxperiences Full time

Our company is looking for a resilient and confident leader to join our Retentions team.

The role will be to ensure effective Service delivery, utilization of resources within the team and coordinate the execution of retentions strategies within the team.

**Requirements**:

- 3 year Degree in Marketing / Communication / PR or related
- Minimum of 3 years’ Customer Service Management Operations or Supporting Functions experience
- Customer retentions and sales experience advantageous
- At least 2 years’ People Management and experience advantageous
- Requires knowledge on: Sales techniques, telephone etiquette, relevant policies and procedures
- Fluent in English
- Verbal and written communication
- Leadership skills
- Mentoring and coaching
- Confidence
- Resilience
- Context gathering
- Purposeful small talk

**Responsibilities**:
Customer Retention Supervision

1. Execute the retentions plan effectively against set targets and objectives

2. Ensure the appropriate support is provided to customers and in line with the engagement strategy

3. Ensure that Contact Centre benchmarks are attained

4. Compile and monitor customer churn information

5. Monitor competitor activity and report for retention purposes

6. Ensure save rates are achieved as per contracted targets

7. Initiate outbound campaigns to achieve retention targets

8. Ensure that upgrade targets are achieved

9. Manage loan phones process and inventory

Project Management

1. Manage and execute operational projects against the CXO Plan

2. Encourage agents to contribute to operational projects through tactical plans

3. Deliver against standards & deadlines required of the CXO Plan

Operations, Process and Procedure Supervision

1. Directly supervise and co-ordinate day to day technical operational activities

2. Ensure that the correct actions and escalation procedures are properly adhered to and followed closely

3. Ensure that standards are always achieved around brand identity when it comes to engagement

4. Where possible drive the education of customers on policies, procedures, and standards

5. Assist in preventing credit risk and fraudulent activity by following procedures carefully

6. Ensure that all administrative procedures are followed

7. Provide second tier support and third-party support

**Job Type**: Permanent

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (preferred)