Retention Team Leader at Wananchi Group

Position Reporting to: RETENTION MANAGER

Manages Others: YES

Titles & Number of Positions Managed:

• SUPERVISORS
• CSRs
• OUTSOURCED HEADCOUNT

Job Purpose / Summary: Reporting to the Business Unit Retention Manager, Retention Team Leader will be responsible for customer management under the follow focus areas.

• Customer retention, loyalty, and revenue growth
• Analysis, Reporting and Feedback
• Client services support in a timely manner and within defined SLAs
• Continuous Process Improvement in service delivery processes, performance and products
• Subscriber billing, payment channels and retention processes
• Team leadership

Key Roles:

Key Responsibilities will include:

• Achieve budgeted business goals in the key customer retention KPI’s (revenue, paying base, ARPU, timely payment, NPD/Churn reversals, non-payer disconnects, churn).
• Lead the creation of different Customer Experience feedback tools. Define, plan and execute Customer Satisfaction Surveys and NPS type KPI’s, analyzing results and implementing improvement plans.
• Develop a detailed strategic roadmap that leads toward the implementation of a continuous enhancement of customer satisfaction.
• Research, analyze and monitor metrics and customer segments to uncover and capitalize on retention, win-back, up-selling and ARPU enhancement opportunities.
• Manage the team to provide exceptional service at all times and provide a benchmark of service delivery to be used by all other departments within the organization.
• Develop tools such as questionnaires and surveys aimed at recognizing customer needs and developing proactive mechanisms of meeting and surpassing these needs.
• Manage customer queries and complaints by taking ownership and resolving in a timely manner as well as ensuring that customers are advised of the most appropriate delivery channels to meet their needs.
• Tie retention to customer support touch points in an effective and efficient manner so as to provide a seamless and one point of support to all our clients.
• Daily monitoring of the customer complaints register to ensure constant update and timely resolution whilst compiling feedback on recurrent issues for management information use.
• Guide the team to develop a professional work ethic and motivate staff by ensuring that they are properly and promptly recognized.
• In conjunction with the Retention Manager, agree on challenging performance objectives and measures for the team, providing regular feedback on achievements and opportunities to improve.
• Pursue team and personal development to increase effectiveness/efficiency, acknowledging strengths and areas of development as well as share knowledge experience and best practice with other team members.
• Assisting the marketing team in the management and implementation of new product launches via advertising to existing and potential clients by use of the key modes of communication
• Contribute to product development and improvement through continuous feedback analysis collected from clients.

Key Performance Indicators:

EXPERIENCE & BACKGROUND NEEDED

• University Degree in a Business related field. An MBA would be an added advantage.
• At least 7 years of Customer management experience, with at least 3 years at senior level.
• Experience of managing and driving service improvement whilst managing multiple stakeholders within a similar contact centre
• Experience in Call Centre Service Activities, systems and procedures
• Knowledge and experience in reading, analyzing, and interpreting periodical reports, and technical procedures.
• Experience in writing reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from peers, management and customers.
• Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists.

OTHER VITAL QUALITIES

• Planning and organization.
• Ability to project a positive image for him/ herself and the company.
• Good team player with a commitment to value based leadership.
• Results- oriented.
• Credibility and flexibility to deal with people at a variety of levels.
• Highly adaptable and versatile.
• Ability to handle ambiguity and work unsupervised in an unstructured environment.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to motivate staff through leadership.
• Ability to handle a high stress environment positively.
• Ability to create good and strong work ties cross departmentally
• Committed to quality, customer service, equal opportunities and diversity, best practice and best value