Overview
Retentions Team Leader (International) Jobs in Sandton, Gauteng, South Africa at Nutun
Title: Retentions Team Leader (International)
Company: Nutun
Location: Sandton, Gauteng, South Africa
About The Role
We’re looking for a Retentions Team Leader who is able to embody the company and its values. Manage and report on team performance; set appropriate performance objectives for direct reports or project/account team members and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team/ personal objectives.
NB: This is a night shift role.
Minimum Requirements (Qualifications And Experience)
Grade 12/Matric.
A Degree/Diploma in any related field will be an added advantage.
3+ years of retentions work experience in a contact centre.
1+ years Team Leader experience in a target driven environment.
Proficiency in MS office and adept in google suites.
Proven Product Knowledge & System(s) competence.
Own vehicle is preferred due to international hours and seven-day operation.
Must have experience (with the flexibility) in working international shift from South Africa.
Key Responsibilities
Oversee day-to-day operations and ensure completion within SLA.
To ensure that your team members always 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 your team’s objective delivery.
Allocate tasks effectively to ensure SLAs are met.
Ensure high levels of customer experience 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 set of individual and team KPI’s to contribute to department and organisation objectives.
Develop a team culture to ensure that customer experience is always at the forefront of all engagements.
Manage individual retention agents work performance by identifying the development needs and provide required skillset to improve work performance through ongoing coaching, counselling and guidance.
Manage individual’s attendance, conduct and engagement, to improve team performance and overall commitment to job.
Always ensure a harmonious work environment by practicing a consistent and fair approach in the treatment of staff.
Support disciplinary proceedings by investigating team members misconduct matters, draft and issue corrective documents such as warning letters, draft and issue disciplinary notices, initiate 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.
Report and Feedback.
Technical Competencies Required
Proven ability to compile and manage data – attention to detail; data integrity management; confidentiality.
Report writing using various MS Office apps (i.e. MS Excel, MS Word, and MS PPT).
Adept in Google Suite Application (G-Sheets, G-Docs etc.)
Quality and Coaching.
Researching; ability to search, locate, organise, evaluate, and present information.
Criticality listening and analyzing retention call recording.
Efficiency (e.g. PPH, Utilization, RPC, GDPH).
