• Oversees and manage a team of retention support consultants who handle customer cancellations, call retrieval and cancellation enquiries via phone and/or email and a team of Retention administrators responsible for the validation of retains by ensuring that processes are followed in line with the respective guidelines and SOPs.

·       Effectively managing all Approval requests within 1-hour TAT.

·       Effectively managing Mailboxes (Churn queries/Retains loaded by staff/Call retrieval etc.)

•            Effectively managing of external call centres support for call retrieval queries.
• Maintain a 48-hr turnaround time on all email boxes.
• Manage all pending requests to ensure pending’s are finalised within 1 week.
• Ensure that cross-skilling of all agents remain a high focus task.

·       Taking ownership of escalated queries and ensuring query resolution through liaising with all necessary parties and providing timeous feedback to customers.

• Plan and optimise resources needed to meet company defined service standard and campaign targets
• Provide hands-on support and guidance to the teams ensuring they deliver the required customer experience, quality of service and campaign targets.
• Identify, accumulate and analyse statistics that reflect on team’s performance
• Provide regular defined reports and initiatives to improve performance
• Ensure staff are always adhering to the WFM schedules.
• Identify opportunities to improve product and service offerings based on the voice of the customer
• Contribute and identify areas for improvement and implementation of processes and procedures.
• Provide proactive and innovative solutions to drive customer experience
• Compiling month end reports on all retention activities
• Compiling agent productivity stats.
• Assist with any other tasks or duties assigned by the Manager as the need arise to ensure exceptional and efficient service to internal and external customers.

·        Matric coupled with 3-4 years working experience in a Contact Centre.

·        Minimum of 1 year leadership experience in an inbound and outbound environment will be an advantage.

·        Excellent understanding of telephony monitoring systems and interpretation of reports.

·        Advanced knowledge on the following systems required:          

CDS, CRM, Skytrax

Financial (Willow),

Technical knowledge (TMS, M-files, Aspect & Alveria, WFO, IEvolve, Qlicksense, Sage)

·        A passion for customer service and a professional attitude at all times.

·        Excellent product and systems knowledge.

·        Advanced MS Office proficiency.

·        Excellent interpersonal skill

·        Work accurately with high level of attention to detail.

·       Ability to work under pressure and to meet strict deadlines.