Job Summary:The Retentions Team Leader plays a key role in actively leading, motivating and driving an inbound and outbound sales and retention (growth) team. The team leader is responsible for the growth and retention of membership base through coaching and development and driving a high-performance culture - focusing on quality interactions and continuous improvement that creates a superior customer experience, consistent with our value proposition and member promise. This position works closely with internal and external stakeholders, sharing insights, feedback and performance data that will enhance our product development, marketing and customer experience.Key Responsibilities:Client Engagement
Establish a high performing sales and retention (growth) team.
Actively lead, coach and develop the team to optimum performance levels to achieve targets contributing to the company’s objectives.
Setting and leading the achievement of targets in an operational, sales and service environment.
Ability to drive performance in sales-based environment with a focus on key performance indicators.
Ability to develop innovative and tailored tactics and strategies to manage customer needs.
Maintain quality standards for service delivery through identifying trends and planning for future needs.
Identify training needs and working with our training team to deliver best practice training to staff to improve customer experience and member retention.
Inform and monitor attendance and scheduling of training both formal and informal to ensure required service levels are maintained consistently, whilst enabling an environment of continuous improvement, including emergency staffing and leave coverage.
Create and maintain a high-quality work environment so team members are motivated to perform at
their highest level.
Monitor and manage activity from multiple channels to ensure all customer contact is responded to in a timely manner without compromising customer satisfaction.
Resolve escalated member issues in accordance policies and procedures.
Review and manage all member contact across all channels to identify issues, gaps and highlight impact
and solutions to resolve.
Establish key relationships and work closely with the leadership team, understand key activities (marketing, campaigns etc) and translate them into member contact volumes as well as the impacts of these activities.
Coordinate the testing and implementation of new processes, including technology solutions
Analyse and report performance data and make recommendations for performance improvements.
Provide leadership and proactively engage in team and whole staff activities to continually develop a
practical understanding of overall business strategies and programs of work to support achievement of
goals.
Review and evaluate calls against the Quality Assurance Framework and Customer Experience
Conversation Framework and provide feedback and coaching to team.
Lead the development and review of processes and associated documentation relating to the activity
undertaken by the team.
Perform regular performance appraisals for the Consultants and develop growth and achievement (G&A) plans that support individuals in their ongoing development aligned with objectives.
Collaborate with and support the development of other team leads through role modelling and
coaching to meet team objectives and outcomes.
Leadership teamwork and relationship building
Model the values and behaviours in the delivery of individual performance; actively contribute to a constructive, high performing team and organisational culture.
Conduct effective team meetings/huddles/briefings to ensure effective communication of organisational messages, to provide not only technical information, but also motivate and engage staff.
Develop and maintain professional relationships with peers and stakeholders across the business to
support inter-departmental collaboration.
Independently prioritise work to support consistent achievement of individual and team key performance indicators; appropriately escalate issues impacting either performance and/or the business; and demonstrate a flexible, adaptable, mobile and energised mindset.
Accountability and extent of authority
Provide support and information to the Sales and Services Manager and executive team on the team’s activities and outcomes.
Ensure applicable procedures are always maintained.
Maintain knowledge of policies, processes and procedures and ensure all advice provided
and processes undertaken are in accordance. * Actively maintain awareness of all risk and compliance obligations.
Consistently achieve individual goals and objectives; actively lead own growth and achievement
planning and implementation.Judgement and decision making * Actively offer and implement a course of action and solutions based on evaluation and analysis of numerical and written information focused on results.
Make decisions which are objective and free from undue influence consistent with risk culture and approved strategic priorities and objectives.
Make decisions consistent with operational delegations and delegate or escalate matters appropriately.
Key Requirements of the Role:
Grade 12 with English and a second language
Undergraduate/Postgraduate qualification in related field advantageous
Minimum of 3 – 5 years client service and/or sales experience
Previous Retentions experience preferred, able to manage a team effectively and motivate team members to meet required targets.
Proven experience managing a team in a contact centre environment and or call centre will be advantageous.
