Retentions Team Manager

3 months ago


Umhlanga, 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 high-performing work environment.
- Provide coaching and motivation to drive high-performance 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 real-time 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



  • Umhlanga, South Africa Rewardsco Full time

    **Job Details**: - Division Rewardsco Sales- Business Unit Customer Care- Minimum experience Entry Level- Company primary industry Telecommunications- Job functional area ManagementWe 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...

  • Head of Retention

    3 months ago


    Umhlanga, South Africa iKhokha Full time

    Company Description iKhokha is one of the fastest-growing fintech companies in Africa. As you'd expect, our pace is fast-moving and ever-changing. We like it that way. Our office is a high-performance environment where we thrive on pushing each other to challenge the status quo. If that doesn’t appeal to you, you probably shouldn’t work here. **Job...

  • Retentions Agent

    3 months ago


    Umhlanga, South Africa Rewardsco (Pty) Ltd Full time

    **Key Responsibilities**: - Engage with existing customers to offer retention options and customized solutions based on their needs and preferences. - Use Siebel and C3D systems efficiently to manage customer accounts, process requests, and resolve issues promptly. - Maintain a thorough understanding of our product and service offerings, ensuring accurate...

  • Retentions Agent

    3 months ago


    Umhlanga, South Africa Rewardsco Full time

    **Job Details**: - Division Rewardsco Sales- Business Unit VC Saves- Minimum experience Entry Level- Company primary industry Telecommunications- Job functional area Sales- **Key Responsibilities**: - Engage with existing customers to offer retention options and customized solutions based on their needs and preferences. - Use Siebel and C3D systems...

  • Retentions Agents

    3 months ago


    Umhlanga, South Africa Rewardsco (Pty) Ltd Full time

    **Key Responsibilities**: - Engage with existing customers to offer retention options and customized solutions based on their needs and preferences. - Use Siebel and C3D systems efficiently to manage customer accounts, process requests, and resolve issues promptly. - Maintain a thorough understanding of our product and service offerings, ensuring accurate...

  • Retentions Agents

    3 months ago


    Umhlanga, South Africa Rewardsco Full time

    **Job Details**: - Division Rewardsco Sales- Business Unit VC Saves- Minimum experience Entry Level- Company primary industry Telecommunications- Job functional area Sales- **Key Responsibilities**: - Engage with existing customers to offer retention options and customized solutions based on their needs and preferences. - Use Siebel and C3D systems...


  • Umhlanga Rocks, South Africa Pronel Personnel Full time

    Well established real estate concern, specializing in the brokerage of premium residential property and commercial real estate are looking for an experienced Team Leader / Manager to join their team, based in Umhlanga. **Previous experience within real estate is essential.** **Requirements**: - Knowledge of Property Practitioners Act - Knowledge of Offer...

  • Fica Team Leader

    3 months ago


    Umhlanga, South Africa iKhokha Full time

    **Company Description** iKhokha is one of the fastest-growing fintech companies in Africa. As you'd expect, our pace is fast-moving and ever-changing. We like it that way. Our office is a high performance environment where we thrive on pushing each other to challenge the status quo. If that doesn’t appeal to you, you probably shouldn’t work...


  • Umhlanga, South Africa StepWise Recruitement Full time

    Defining and executing the direction and vision for claims administration department in accordance with the overarching strategy of the Bureau; - Leading, hiring, mentoring, and inspiring the claims administration team to achieve operational excellence and contribute to the growth objectives of the business; - Fostering a positive work environment...


  • Umhlanga, South Africa Smarttrac Full time

    **Job Opportunity - Sales Team Manager/Scheduler Required in Umhlanga office.** An opportunity exists in a vibrant sales environment for a passionate and driven individual. This individual will be responsible for the effective management of a Sales team, - Create Targets and Goals or your team(driving sales to achieve the target) - Recruitment planning and...

  • Sales Team Manager

    7 hours ago


    Umhlanga, South Africa Sanlam Full time

    **Who are we?** **What will you do?** - Manages individuals within a team e.g. call centre agents / consultants within the communication centre. Ensures that the team reaches target by monitoring individual performance on a constant basis. Very knowledgeable on all aspects of the products, processes and systems. Mentors team and gives constant real-time...

  • Sales Team Manager

    2 days ago


    Umhlanga, South Africa Sanlam Full time

    Who are we? MiWay is a direct financial services company. We are passionate about service excellence, convenience and offering our clients superior value products. Our Vision is to be a world-class direct financial services business that offers a complete array of services under one convenient umbrella – all managed online. We are positive that with...


  • Umhlanga, South Africa F and G Sourcing Specialist Full time

    Our **FMCG/Retail Client** is currently looking for a **Retail Team Leader** based in **Umhlanga** **Must reside in Umhlanga surrounding area** The Team Leader is responsible for the overseeing of the store as a whole. Experience in retail and some junior managing experience, such as a supervisor or assistant manager. **R7000- R8300**depending on...


  • Umhlanga, South Africa Sanlam Full time

    SanlamConnect, is dedicated to supporting, growing and empowering clients with affordable, easy and suitable solutions, primarily through face-to-face intermediary channels, but also directly. We have approximately 2,000 tied advisers and 2,000 supporting independent brokers, all dedicated to meet the financial needs of our clients. Our vision: We aspire to...


  • Umhlanga, South Africa Richfield Graduate Institute of Technology Full time

    **Job description** Richfield is looking for a well-organized, energetic, and dynamic Distance Learning Manager to actively provide planning and management for all academic related activities within Distance Learning Department. The Distance Learning Manager is responsible for the effective planning and management of all academic related activities in the...

  • Office Manager

    4 months ago


    Umhlanga, South Africa Pro Select Consulting Full time

    **Supervising Administrative Staff**: training, and managing administrative personnel such as receptionists, administrative assistants, and clerical staff. **Office Operations Management**: Ensuring the efficient day-to-day operation of the office, including maintaining office equipment, supplies, and facilities. **Financial Management**: Handling...

  • Team Leader

    3 months ago


    Umhlanga, South Africa Talksure Full time

    **Job description** **MAIN PURPOSE OF THE ROLE** The main purpose of this role is to Monitor and Manage a Team of Sales Agents. **DUTIES AND RESPONSIBILITIES** **Effectively manage a team with regards to** - Attendance - Meeting Targets - Time Keeping - Talk Time - Productivity - Compliance - Motivation of the team - Promote diversity within the team -...


  • Umhlanga, South Africa BET Software Full time

    **We Want You**: **You Bring**: - Minimum of 1 - 2 years' experience in administration/customer service. - Minimum of 1 - 2 years' experience in a Software Development environment. - Excellent time management and planning skills. - Excellent verbal and written communication skills. - Cooperative and communicative attitude with executive staff, managers, and...

  • Production Team Leader

    3 months ago


    Umhlanga, South Africa Winning Form Group Full time

    SplashOut has an exciting opportunity available for a Production Team Leader (Signage) to be based in Umhlanga, Durban. The successful incumbent will be responsible for seamless completion of the production process by monitoring production activity, identifying problems and effectively troubleshooting solutions. Effectively supervise the day-to-day...


  • Umhlanga, South Africa Winning Form Group Full time

    SplashOut has an exciting opportunity available for a Production Team Leader (Signage) to be based in Umhlanga, Durban. The successful incumbent will be responsible for seamless completion of the production process by monitoring production activity, identifying problems and effectively troubleshooting solutions. Effectively supervise the day-to-day...