Telesales & Retention Team Leader

Job Purpose

The primary goal of this role is to ensure the achievement of the country net churn target while supporting the business to achieve the net growth target.

Main Tasks

• Managing team performance/KPI (target, call quality, productivity and attendance).
• Assure monthly performance measurement and one to one meeting to keep the team aware of their strength and weaknesses with a plan to improve their performance
• Management of retention team activities on campaigns and dialers to achieve churn targets.

Key Accountability 

• Responsible for the leadership and development of a successful team that incorporates new initiatives, efficiencies and technologies as appropriate while keeping the team motivated and enthusiastic and looking forward to achieve their target and the business objective.
• Management of retention team activities: outgoing and incoming calls, dialer, customer retention marketing and other activities that improve the churn performance.
• Managing team performance/KPI (target, call quality, attendance)
• Managing the relation with the commercial channel (E-commerce, Telesales, Account management, Onboarding) and together plan and manage the churn performance.
• Analyze the churn by reason and market and make recommendation that will reduce and prevent customers from churning
• Manage and evaluate the retention activities of contacting customers by telephone for promotional purposes (e.g. promote new channels or projects), and market research purposes (e.g. identify churn customers willing to re-subscribe).
• Assure accurate capturing and reporting of the customer feedback
• Lead, motivate and manage a cohesive and effective team (including succession planning) in order to provide and maintain a high performance culture.
• Ensure relevant business update, product highlights and market development are effectively communicating to the team in order to ensure it supports the achievement of churn target and business objective.
• Assure monthly performance measurement and one to one meeting to keep the team aware of their strength and weaknesses with a plan to improve their performance
• Assure call quality at all time when talking to customers.
• Set dynamic escalation plan to solve customer's issue in timely manner
• Liaising closely with staff members in the regional offices on churn related matters
• Involvement in department is planning and budgeting.
• High level of communication with other Management team members.
• Keep customers informed of their account status and of any offers or promotion related to customers (call, email, SMS)