Retentions Team Lead

People Dimension; Gauteng; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading training and development firm in South Africa seeks a Team Supervisor to manage daily targets, train team members, and monitor performance metrics. The ideal candidate will be a skilled communicator with strong multitasking capabilities, able to motivate underperformers and ensure compliance with the company’s standards. Responsibilities include conducting training sessions, supporting staff in client interactions, and providing KPIs to management. This position offers opportunities for professional growth within a dynamic environment.

Qualifications

• Ability to adapt to change and handle pressures effectively.
• Excellent written and verbal communication skills.
• Capacity to plan and organize work efficiently.
• Capable of making timely decisions and taking responsibility.

Responsibilities

• Set daily targets for each employee and allocate clients.
• Train and provide feedback to new and existing team members.
• Monitor and report monthly statistics to management.
• Manage staff absenteeism and adherence to company conduct.

Skills

Flexibility and Adaptability

Communication Skills

Performance Driven

Multitasking Ability

Job description

Duties & Responsibilities

Job Overview

Setting out targets and assigning clients to team at the beginning of the day.

Training of new team members.

Daily and monthly statistics.

Providing monthly KPI feedback and providing the necessary training, guidance and motivation to all staff and underperformers where necessary.

Responsibilities and duties

Set out targets for each employee and allocate them their clients on a daily basis.

Send monthly statistics to Manager at the end of each month (Monthly cancellations, net fall off, lapse ratios, etc.)

Speak to clients regarding issues that are brought to the Ombudsman's office.

Performing audits of sales calls when needed.

Acting as the link between HR, other departments, and Retentions.

Training of new consultants joining the team as well as refresher and requested training on products, scripts, and systems as and when needed.

Training bottom performers when the need arises

Carrying out the monthly performance management (KPI) process to rate each employee's performance and providing feedback to employees of their strengths and development areas on a monthly basis.

Assisting with and resolving all QA issues.

Guiding and assisting team members with live Retentions calls.

Responsible for daily stats sent out at 11am, 3pm and 5pm and close off reports.

Present at production conference to Management and present in Managers Conference when required.

Assist with interviews for new hires upon request.

Respond timeously to all mails directed to you, and if unable to assist you are responsible to ensure it is escalated to management in due time.

Responsible for planning work rosters and being staffed correctly for all Retentions shifts, keeping in mind the needs due to product and language specifications.

Responsible for tracking and liaising with HR regarding employees' basic salaries, bonuses and commission.

Accountable for staff absenteeism and general adherence to the company's Code of Conduct.

Responsible for tracking and liaising with HR regarding the issuing of warnings.

Daily motivation and general inspirational meetings with team to ensure morale is always in line with B-Sure's culture.

Providing constant guidance to staff, especially underperformers, to increase morale.

Compulsory attendance to all Company related events.

Monthly ILD bookings and distribution to team

Desired Experience & Qualification

Key Competencies

Flexibility and Adaptability : Adapts to change, handles pressures and adjusts plans to meet changing needs.

Communication Skills : written and verbal : the capacity to clearly present information.

Managing Self and Others : Capacity to plan, organise and control both own and others' working environment by setting appropriate priorities and achieving set objectives within a given time frame.

Taking Action : Capable of recognising the need for action, considering possible risks and taking responsibility for results.

Decision Making : Capable for making decisions timeously and taking responsibility for the consequences.

Performance Driven : Ability to be motivated to take action, seize opportunities and pursue goals.

Multitasking Ability : Judge different work activities and shift attention from one task to another.

Ideally, one needs to be able to meet the demands of several different tasks / stakeholders without dropping the ball.

Package & Remuneration

R - R CTC pm.

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