Talksure is looking for a Customer Services Retentions Team leader.The aim of this position is to manage and support a high performing Retentions team, ensuring service levels and customer experience is of a high standard. Manage and maintain retention rates and processes to improve same.Job DescriptionManage 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 SLATo 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 metEnsure 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 FeedbackMinimum RequirementsMatric required.Must have a minimum of 1 year team leader experience.RE5 and Fais advantageousProficient in MS officeAbility to act as a financial service representative#J-18808-Ljbffr