Retentions Team Lead

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

Job summary

A recruitment consultancy in Germiston is looking for an experienced team leader to oversee daily operations, set targets, and train new staff. The role involves providing performance feedback and ensuring team compliance with company standards. Ideal candidates should demonstrate strong communication skills and the ability to motivate a diverse team. The position offers a competitive salary package ranging from R 20 000 to R 30 000 CTC per month, along with significant responsibilities in managing team performance and promoting a positive work culture.

Qualifications

• Must demonstrate strong communication skills, both written and verbal.
• Ability to manage and motivate a diverse team effectively.
• Flexibility in adapting to changing team environments.

Responsibilities

• Set targets and allocate clients daily.
• Train new consultants and bottom performers.
• Provide monthly statistics and KPI feedback.

Skills

Flexibility and Adaptability

Communication Skills

Managing Self and Others

Taking Action

Decision Making

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 20 000 - R 30 000 CTC pm.