Retention Team Lead: Drive Results & Coaching
Markel
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Benefits offered by this job
Job summary
Markel in Manchester is seeking an ambitious Retentions Team Leader to drive a high-performing team within our contact centre.
You’ll coach eight Retentions Advisors, manage performance against targets, and shape a positive culture where colleagues are empowered to deliver outstanding customer outcomes and contribute to business growth.
This role offers a competitive salary, quarterly bonus, and a range of benefits, with Monday to Friday daytime hours in the office.
Qualifications
- Proven experience leading teams in a contact centre.
- Experience delivering against targets and service standards.
- Strong communication and stakeholder management skills.
- Able to analyze performance and drive improvements.
Responsibilities
- Lead and develop Retentions Advisors.
- Conduct regular coaching and performance reviews.
- Monitor productivity, service levels and outcomes.
- Drive retention against monthly premium targets.
- Allocate workload across inbound/outbound.
- Ensure SLAs and KPIs are met.
- Support employee development and career progression.
- Handle escalated queries and resolve problems.
- Collaborate with wider Contact Centre leadership.
- Identify process improvements to boost performance.
Skills
Job description
Markel in Manchester is seeking an ambitious Retentions Team Leader to drive a high-performing team within our contact centre.
You’ll coach eight Retentions Advisors, manage performance against targets, and shape a positive culture where colleagues are empowered to deliver outstanding customer outcomes and contribute to business growth.
This role offers a competitive salary, quarterly bonus, and a range of benefits, with Monday to Friday daytime hours in the office.
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