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 is of a high standard. Manage and maintain retention rates and processes to improve same.
Job Description Manage and support customer service retentions team to handle client retention and promote upsell/cross-sell within the retention process.Oversee day-to-day operations and ensure completion within SLA.Ensure that team members adhere to industry regulations and legislation by monitoring individual performance with support from QA and Compliance.Build relationships with other business units and key individuals to improve team objectives delivery.Allocate tasks effectively to ensure SLAs are met.Ensure high levels of customer experience are maintained; ensure delivery of performance and business metrics.Encourage open communication between yourself and your individual team members through constant interaction.Offer advice and support to agents in servicing and retaining clients.Develop a set of individual and team KPIs to contribute to department and organization objectives.Foster a team culture to ensure that customer experience is always at the forefront of all engagements.Manage individual customer service retention agents' work performance by identifying development needs and providing required skillset to improve performance through ongoing coaching, counseling, and guidance.Manage individuals' attendance, conduct, and engagement to improve team performance and overall commitment to the job.Ensure a harmonious work environment by practicing a consistent and fair approach in the treatment of staff.Motivate team and individuals to strive for success.Improve knowledge of labor-related policies and procedures to support engagement with staff members.Support disciplinary proceedings by investigating team members' misconduct matters, drafting and issuing corrective documents such as warning letters, and initiating disciplinary hearings.Monitor team and individual KPIs at all times and implement key interventions to ensure that production output is met.Manage customer service queries, complaints, and cost efficiencies.Minimum Requirements Matric required.Must have a minimum of 1 year team leader experience.RE5 and Fais advantageous.Proficient in MS Office.Ability to act as a financial service representative.
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