- 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
- 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 teams objective delivery.
- Allocate tasks effectively to ensure SLA's 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 customer service 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.
- Motivate team and individuals to strive for success.
- Improve your knowledge of Labor related policies and procedures to support your engagement with your staff members.
- 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
Minimum Requirements
- Matric required.
- Must have a minimum of 1 year team leader experience.
- RE5 and Fais advantageous
- Sales driven leadership.
- Proficient in MS office
- Ability to act as a financial service representative
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