Team Leader - Retentions

Overview

Job Summary :

The Retentions Team Leader plays a key role in actively leading, motivating and driving an inbound and outbound sales and retention (growth) team. The team leader is responsible for the growth and retention of membership base through coaching and development and driving a high-performance culture - focusing on quality interactions and continuous improvement that creates a superior customer experience, consistent with our value proposition and member promise. This position works closely with internal and external stakeholders, sharing insights, feedback and performance data that will enhance our product development, marketing and customer experience.

Responsibilities

Responsibilities - Client Engagement

• Establish a high performing sales and retention (growth) team.
• Actively lead, coach and develop the team to optimum performance levels to achieve targets contributing to the company’s objectives.
• Setting and leading the achievement of targets in an operational, sales and service environment.
• Ability to drive performance in sales-based environment with a focus on key performance indicators.
• Ability to develop innovative and tailored tactics and strategies to manage customer needs.
• Maintain quality standards for service delivery through identifying trends and planning for future needs.
• Identify training needs and working with our training team to deliver best practice training to staff to improve customer experience and member retention.
• Inform and monitor attendance and scheduling of training both formal and informal to ensure required service levels are maintained consistently, whilst enabling an environment of continuous improvement, including emergency staffing and leave coverage.
• Create and maintain a high-quality work environment so team members are motivated to perform at their highest level.
• Monitor and manage activity from multiple channels to ensure all customer contact is responded to in a timely manner without compromising customer satisfaction.
• Resolve escalated member issues in accordance policies and procedures.
• Review and manage all member contact across all channels to identify issues, gaps and highlight impact and solutions to resolve.
• Establish key relationships and work closely with the leadership team, understand key activities (marketing, campaigns etc) and translate them into member contact volumes as well as the impacts of these activities.
• Coordinate the testing and implementation of new processes, including technology solutions
• Analyse and report performance data and make recommendations for performance improvements.
• Provide leadership and proactively engage in team and whole staff activities to continually develop a practical understanding of overall business strategies and programs of work to support achievement of goals.
• Review and evaluate calls against the Quality Assurance Framework and Customer Experience Conversation Framework and provide feedback and coaching to team.
• Lead the development and review of processes and associated documentation relating to the activity undertaken by the team.
• Perform regular performance appraisals for the Consultants and develop growth and achievement (G&A) plans that support individuals in their ongoing development aligned with objectives.
• Collaborate with and support the development of other team leads through role modelling and coaching to meet team objectives and outcomes.

Responsibilities - Leadership teamwork and relationship building

Accountability and extent of authority

Judgement and decision making

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