Job Purpose
The role of the Retentions Team leader at Vitality South Africa is to lead and motivate a team of high-performing retentions specialists, in order to reduce the number of lapsed memberships and drive up member engagement.
Key Outputs may include but are not limited to:
Manage the Retentions Inbound & Outbound Contact Centre and administration functions
Daily distribution of leads
Monitor work allocation in order to drive performance and meet the relevant KPIs
Relationship building with staff to achieve objectives
Drive results and solutions through the team
Responsible for the performance management of staff
Build the team and identify talent
Monthly assessing (QA'ing) of calls
Use innovation to continually improve retentions and to achieve continuous improvements in business efficiency
Daily/ weekly/ monthly coaching of team members
To drive a positive team morale, growth within the team.
Manage staff recruitment and training needs and also ensure team resourcing is adequate at all times
Provide accurate and timely reporting to relevant business areas regarding lapses, and retention activities
Keeping abreast of best practice across the group, and globally.
Education and Experience
Matric - essential
Minimum 1 year experience in a leadership role;
Business degree advantageous
Minimum of 1 year conservations experience - Advantageous
Proficient in MS Office
Advanced Office - advantageous
Personal Attributes and Skills
Passionate about Vitality, the Discovery group, and its strategic objectives
Proven sales track record
Retentions experience in a call centre environment
Can lead and motivate a team
Able to multitask and meet allocated deadlines daily
Consistently meets deadlines
Excellent interpersonal skills
Excellent time management skills
Results-focused & Target driven
Sets the highest standards
Takes initiative and works independently
Provides others with clear direction
Implements new and useful changes and ideas
Accepts and tackles demanding goals and targets with enthusiasm
Strong with numerical concepts and data analysis
Excellent verbal and written communication skills
Good formal presentation skills
Good meeting and training skills
Relationship building and Networking skills.
Negotiation Skills