Retentions Team Lead

Are you a strategic thinker with a passion for customer satisfaction and loyalty?  Do you have experience leading high-performing teams to drive retention and reduce churn? If you’re ready to take on a pivotal role where you can make a real impact, we want YOU to lead our Retentions Team!  So, what will you do?  The Retentions Team Lead will be responsible for leading and motivating the Retentions team ensuring that all Customer Retentions Specialists are meeting their performance requirements (KPIs) while retaining our Active Merchant Database. The Retentions Team Lead will assist the Retentions Manager in driving reactive as well as proactive strategies which support the Retentions Strategy. They will be responsible for supporting, training and coaching the team to deliver exceptional customer engagements which keeps our merchants trading and maintained in a proactive manner, as well as manage campaigns to help reactivated Dormant and Churned merchants. In addition to the above, you will: Customer Experience/Service Delivery:  Drive and maintain service excellence through QA coaching and process enhancement sessions. Increase merchant reactivation through efficient handling time across CRM platform and telephonically Ensure that the team achieves call and ticket SLA’s as defined with the Line Manager Ensure merchant save rate is monitored and managed closely.  Escalations: Immediate escalation of critical/technical issues to senior management Ensure proper escalations when any systems or tools are down and that proper communication is rendered to the Line Manager & Head of Retentions Provide unsurpassed customer experience to any queries/ issues within the agreed SLA’s Assist in resolving escalated customer issues and complaints in a timely and effective manner. Team Management:  ​​​​Set clear team goals and targets based on Smart Goals Oversee day to day teams operations and drive all operational processes to achieve business objectives Provide daily, weekly and monthly reporting to agents and line manager including shift scheduling Monitor team performance and report on these metrics, as well as provide support when required Identify training needs and provide necessary coaching Support in the creation of monthly operational strategy for the team to achieve Smart Goals Work with QA Specialists to ensure that proper telephone etiquette, call quality and call handling is adhered to Communicate with team about their performance and implement one on one sessions Plan and help organise team building initiatives Daily check ins with the team to understand their objectives and align those with team targets Support with any and all disciplinary matters and performance related issue.