Retentions Team Leader at Talksure

Talksure Pty Ltd; Durban; On-site; ZAR 300 000 - 450 000; Full time

Job summary

A leading company in Durban is seeking a Customer Services Retentions Team Leader to manage a high-performing team. This role involves ensuring excellent customer experience, monitoring performance metrics, and developing team KPIs. The ideal candidate will have strong leadership skills and a background in customer service.

Qualifications

• Minimum of 1 year team leader experience.
• Proficient in MS Office.

Responsibilities

• Manage and support customer service retentions team.
• Ensure team members adhere to industry regulations.
• Develop individual and team KPIs.

Skills

Leadership

Communication

Customer Experience

Education

Matric

Tools

MS Office

Job description

Talksure is looking for a Customer Services Retentions Team Leader.

The aim of this position is to manage and support a high-performing Retentions team, ensuring service levels and customer experience are of a high standard. Manage and maintain retention rates and processes to improve them.

Job Description

1. Manage and support customer service retentions team to handle client retention and promote upsell/cross-sell within the retention process.
2. Oversee day-to-day operations and ensure completion within SLA.
3. Ensure team members adhere to industry regulations and legislation by monitoring individual performance with support from QA and Compliance.
4. Build relationships with other business units and key individuals to improve your team's objective delivery.
5. Allocate tasks effectively to ensure SLAs are met.
6. Maintain high levels of customer experience; ensure delivery of performance and business metrics.
7. Encourage open communication with team members through constant interaction.
8. Offer advice and support to agents in servicing and retaining clients.
9. Develop individual and team KPIs to contribute to department and organization objectives.
10. Develop a team culture prioritizing customer experience in all engagements.
11. Manage individual work performance of customer service retention agents by identifying development needs and providing skillset improvements through ongoing coaching, counseling, and guidance.
12. Manage attendance, conduct, and engagement to improve team performance and commitment.
13. Maintain a harmonious work environment by practicing a consistent and fair approach in staff treatment.
14. Motivate the team and individuals to strive for success.
15. Enhance knowledge of labor policies and procedures to support staff engagement.
16. Support disciplinary proceedings by investigating misconduct, drafting and issuing warning letters, disciplinary notices, and initiating hearings.
17. Monitor team and individual KPIs continuously and implement interventions to meet production output.
18. Manage customer service queries, complaints, and cost efficiencies.
19. Report and provide feedback.

Minimum Requirements

• Matric required.
• Minimum of 1 year team leader experience.
• RE5 and Fais advantageous.
• Proficient in MS Office.
• Ability to act as a financial service representative.