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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