Retention Supervisor - Randburg, South Africa - Tracker South Africa

Tracker South Africa

Verified Company

Randburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Listing reference:
track_001027

Listing status:
Online

Position summary:

Industry:

Telecommunication Services
Job category:IT and Telecommunications
Location:Randburg
Contract:Permanent
Remuneration:Market Related
EE position:No
Introduction:
Tracker requires the services of a Retention Supervisor in the Direct Sales Department, based in Johannesburg.

To lead and manage a team of retention agents, support the goals and objectives of the retention campaigns by ensuring that individual targets are achieved/exceeded, while also contributing toward overall team performance in a consistent, professional and ethical manner.

Job description:

Achievement of retention targets
Monitors operations to ensure adherence to service level standards and company/department policies and procedures
Plan and optimise resources needed to meet company defined service standard and campaign targets
Ensure availability of the Retention call centre agents
Conduct Realtime monitoring on a continuous basis and coaching of staff
Provide handson support and guidance to the teams ensuring they deliver the required customer experience, quality of service and campaign targets
Communicate, monitor and maintain performance standards
Identify, accumulate and analyse statistics that reflect on team's performance
Provide regular defined reports and initiatives to improve performance
Develop and maintain motivation plans to enhance productivity and morale of team
Attend regular meetings to discuss performance, challenges and remedial plans
Ensure adherence of schedule at all times
Responsible for performance appraisals, disciplinary actions, hiring/interviewing of retention agents
In partnership with retention team, come up with standard FAQ's and approach to optimize campaigns
Continuously assess the technical competence of the team and take steps to develop their knowledge and skills for effective retentions
Identify areas for development to ensure continuous improvement
Identify opportunities to improve product and service offerings based on the voice of the customer
Contribute and identify areas for improvement and enforcement of processes and procedures;
Provide proactive and innovative solutions to drive customer experience
Completing all Consumer and Business Admin cancellations as and when received
Compiling month end reports on all retention activities
Compiling statistics for incentive and commission payments
Compiling agent productivity stats for cancellations versus retains
Keep record of all retentions that were qualified for incentive payment
Ensure that queries are resolved according to the relevant SOP
Manage all the escalations within the SLA requirements
Conducting daily checks on the duplicate work items received across the different boxes
Complete Monthend retention analysis on cancellation reasons and activities to improve the quality of cancellations received
Achieve reporting deadlines
Adhere to the company's quality framework and standards (Data)
Evaluates the quality of retention calls from customers and provides feedback to agents on areas of improvement
Conduct a Monthly Performance Health Check with team through a one on one discussion, and performance stats must be attached to each discussion.
Side by side call assessments
FAIS Supervision Coaching through one on one discussion or/and a group session
Remote Call Listening