Retentions Team Manager Job at MWEB in Cape Town

Tracking Number     CT_Ops_Reten
Job Title     Retentions Team Manager
Reporting To     Retentions Manager
Job Type Classification     Permanent
Location - Province     Western Cape
Division     Operations

Job Description    

The Retentions Team Manager oversees the operational process of customer retention, including dealing with escalated queries and management (coaching and development) of the Customer Retention Team Members. Leading by example they will motivate and inspire team members to exemplary customer service and achieve business retention goals to reduce churn and increase customer retention.
Duties & Responsibilities    

•Manage the team of customer retention members
•Manage the performance and delivery of the team to ensure team outputs achieve the required business objectives.
•Monitor team member’s calls and email to ensure best practice is adhered to
•Evaluate and assess team members level of competence
•Guide, mentor and coach the retention team members to be effective, efficient, focused and performance driven
•Identify and address team members training needs
•Conduct employee appraisal and ongoing development meetings
•Ensure individual and team targets and goals are met
•Co-ordinate interventions for retention and churn reduction.
•Assist with creation and implementation of new processes, business practices
•Handle all escalated calls or cases requiring complicated or specialist care
•Produce informative reports
•Assist with the analysis of data and trends in order to:
•Manage operational requirements, monitor, control and deliver as a team
•Provide useful information for retention projects, initiatives, campaigns and reports (e.g. (e.g. usage patterns, churn, customer base trends)
•Keep records and report on credit and refunds as a result of retention or cancellation disputes.
•Manage interactions with 3rd party providers in support of retention initiatives
•Deliver retentions requirements in accordance with business objectives
•Promote culture of customer retention and exemplary service delivery
•Work effectively with management teams across multiple functions and disciplines (Sales, Operations Customer Contact Centre, Collections, Billing and Marketing)
•Execute ad-hoc projects / interventions as required by Customer Retentions Manager
Required Skills    

•Good performance management skills
•Outstanding customer service orientation
•Excellent written and telephonic communication
•Strong analytical and problem solving skills
•Strong bias for action and delivery of results
•Strong organizational skills
•Assertive but also diplomatic
•Attention to detail
•Able to handle high levels of stress
•Good decision-making skills
•Strong interpersonal skills
•Proactive, self-starter with high levels of personal productivity/efficiency
Qualifications and experience required    
•Matric is required
•A relevant Degree or Diploma in a business discipline is advantageous
•2 years management experience in a call centre environment
•Proven experience in sales and customer retention is advantageous
•Experience in data analysis and reporting
•Knowledge of ISP industry and MWEB products is preferred

How to Apply:

http://mweb.erecruit.co.za/candidateapp/Jobs/View/130214-3/Retentions_Team_Manager?source=RSS

Deadline: 16/02/2014